The Shift to Intelligent Service: Aspire’s Transformation with HaloPSA, Automation, and AI
Aspire Technology Solutions replaced a rigid Dynamics 365 setup with HaloPSA to unlock automation, scale operations, and accelerate innovation.
Intelligent automation. Real outcomes.
Bring context, automation and intelligence to every workflow, so your teams can do more, faster.
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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
12,000+
monthly tickets AI triaged and routed
Zero-touch
onboarding slashing manual admin time
Four Weeks
full acquisition rollout completed
Industry
Service Providers
Region
Europe
Previous Tool
Dynamics365
About
Aspire Technology Solutions is a leading MSP based in the Northeast of England. Headquartered in Gateshead, they support over 2,000 customers across the UK and employ around 300 staff.
With offices in Leeds, Glasgow, London, and Stockton-on-Tees, Aspire delivers services across cloud, connectivity, cybersecurity, and the modern workplace. The business has featured on CRN’s MSP 500 Elite 150 list for 10 consecutive years, recognising its consistent growth and innovation.
The Challenge
As Aspire moved into more complex enterprise environments, their internal systems started to hold them back. Their heavily customised Dynamics 365 setup couldn’t scale easily, and with only a handful of people able to maintain it, even small changes became a blocker.
"One of the biggest problems we had with our old system was that only a few people in the company had the skills to develop and maintain it."
Max Newton, DevOps Lead
The service desk was handling over 12,000 incidents each month, but lacked the automation and routing needed to manage that volume efficiently. Agents were slowed down, and changes to workflows were too difficult to roll out at pace.
Aspire trialled major platforms, including ServiceNow, but found them too rigid to deliver meaningful value. They wanted more than just a platform; they were looking for a partner that could keep pace with their ambition.
The Solution
With over 12,000+ incidents coming through the service desk each month, Aspire needed a platform that could match their pace. Their legacy system couldn’t scale, and even small changes became blockers. HaloPSA offered the flexibility, automation, and agility they were looking for.
"Finding a platform that is very fast-paced, constantly rolling out new features, and using the latest tech was really high up our list. We’re an ambitious business, we needed an ambitious partner”
Tony Dougan, CTO
Aspire implemented:
- Zero-touch onboarding and offboarding to reduce manual admin
- Automated planned work, including change requests and carrier notifications
- AI-driven triage, routing, and resolution suggestions to improve speed and accuracy
- Auto-generation of knowledge base articles based on recurring ticket activity
- Integration with NinjaRMM, pulling in live device and user data
- A full in-house migration from Autotask, using Halo’s intuitive API
Together, these changes gave Aspire a platform they could control, adapt, and scale, eliminating technical bottlenecks and putting automation at the heart of their support model.
The Results
Halo has helped Aspire build a faster, more self-sufficient service desk. With routine work automated, agents now spend their time fixing problems, not managing processes.
The impact of automation has been significant. Aspire’s AI-powered triage, routing, and resolution suggestions now handle thousands of tickets each month, taking pressure off support teams.
"It’s essentially like having additional agents working for us at very minimal cost.”
Alex Marshall, Head of Applications
That efficiency translated directly into scalability, which Aspire leveraged during their first acquisition. The team fully migrated the acquired company’s service desk into Halo in under four weeks, handling setup, rollout, and refinement internally, without external support.
With Halo in place, Aspire can evolve their workflows quickly, deploy changes independently, and scale without friction, all while delivering a better experience for both agents and customers.