How the American Bar Association improved visibility with HaloITSM
Find out how HaloITSM has allowed the American Bar Association to save time resolving tickets, improve visibility of operations and improve customer service experience.
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Core Features
Tenant
Teams & Agents
Users
Tickets
Optional Features
Halo AI
Asset Mgmt
Billing
Calendars & Appts
Call Mgmt
Chat
Contracts
Document Mgmt
Forecasting
Event Mgmt
Knowledge Base
Items & Stock
Notifications
Project Mgmt
Purchase Orders
Reporting
Self-Service Portal
Services
SLAs
Software Releases
Suppliers
Supplier Contracts
Time Management
Advanced
Language
Custom Objects
Integrations
Migrations
Core Features
Organisation
Teams & Agents
Users
Tickets
Optional Features
Halo AI
Asset Mgmt
Billing
Calendars & Appts
Call Mgmt
Chat
Agreements
PDF Templates
Documents
Forecasting
Event Mgmt
Knowledge Base
Items & Stock
Notifications
Project Mgmt
Purchase Orders
Quotations
Remote Support
Reporting
Sales
Sales Orders
Self-Service Portal
Service Catalogue
SLAs
Suppliers
Supplier Agreements
Time Management
Advanced
Language
Custom Objects
Integrations
Migrations
Core Features
Organisation
Teams & Agents
Contacts
Quotations
Sales
Optional Features
Records
Halo AI
Segments
Campaign
Calendars & Appts
Call Mgmt
Chat
Forecasting
Knowledge Base
Items & Stock
Notifications
Project Mgmt
Reporting
Self-Service Portal
SLAs
Advanced
Language
Custom Objects
Integrations
Migrations
People
Organisation
Teams
Agents
Roles
Contacts
Channels
Call Mgmt
SMS
Social Media
Chat
Self-Service Portal
Web Widget
Processes
Forms
Workflows
Rules
Canned Text
Surveys
Knowledge Base
Notifications
SLAs
Suppliers
Workspace
Halo AI
Areas
Views
Calendars & Appts
Reporting
Time Mgmt
Language
Custom Objects
Integrations
Migrations
Miscellaneous
Forecasting
Project Mgmt
Saved
time resolving tickets
Improved
visibility of operations
Better
customer service experience
Industry
Legal
Region
North America
Previous Tool
Asana
In a sentence or two, tell us what your company does.
The American Bar Association is a Non-Profit Membership Organisation for Lawyers that provides continuing legal education and much more.
Before you found HaloITSM, what problems were you facing?
We needed a ticketing system that provided more functionality and features than the current solution we had at the time. We were also in need of improving ticket communication and providing a vehicle for staff to submit and check the status of their tickets.
Which features and integrations have you been using and why?
We take advantage of many of the features and integrations available including the Self-Service Portal, Contract Management, Reporting and more. We needed a way for staff to have more visibility regarding their tickets and needed a way to track contract expirations more effectively. Our ticket reporting was also lacking and we really couldn’t get a handle on the types of tickets coming into the system.
“Ticket communication has improved greatly with our customers, they are not only able to receive notifications on ticket progress, but they have the ability to check their ticket status themselves.”
Kevin Borek, Director of IT Operations
What are some of the ways the tool has helped you?
I would say that it has saved our IT staff several hours a week in terms of the manual effort we’d have to take in order to create, maintain and respond to tickets. We feel that ticket communication has improved greatly with our customers, they are not only able to receive notifications on ticket progress, but they have the ability to check their ticket status themselves.
As well as using HaloITSM for IT, do you use it in other departments such as HR and Facilities?
Yes, we have extended service management throughout our organisation and other departments including HR, Facilities and Memberships, are also using HaloITSM. Overall, this enables us to increase transparency and improve our operations.
Would you recommend HaloITSM and why?
Yes, we love the tool. It is really easy to use and configure, and has enabled us to improve our Customer Service experience.