How Atlas Copco gained visibility, improved collaboration and fast resolution times with HaloITSM
By harnessing the expertise of HaloITSM’s consultants, a successful migration from a legacy IBM system to HaloITSM was undertaken in 12 weeks.
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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
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Custom Objects
Integrations
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People
Organisation
Teams
Agents
Roles
Contacts
Channels
Call Mgmt
SMS
Social Media
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Web Widget
Processes
Forms
Workflows
Rules
Canned Text
Surveys
Knowledge Base
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SLAs
Suppliers
Workspace
Halo AI
Areas
Views
Calendars & Appts
Reporting
Time Mgmt
Language
Custom Objects
Integrations
Migrations
Miscellaneous
Forecasting
Project Mgmt
Shorter
restoration times due to increased visibility
High
restoration times due to increased visibility High
Effective
collaboration between teams regardless of location
Industry
Manufacturing
Region
Europe
Previous Tool
IBM
At a Glance
By harnessing the expertise of HaloITSM’s consultants, a successful migration from a legacy IBM system to HaloITSM was undertaken in 12 weeks, including all integrations, automations and configurations. With the success of this, HaloITSM has been rolled out to subsidiaries around the world.
About Atlas Copco
Atlas Copco is a global, industrial company based in Stockholm, Sweden, with approximately 39,000 employees and customers in more than 180 countries. As pioneers and technology drivers, industries all over the world rely on their expertise. Their market-leading compressors, vacuum solutions, generators, pumps, power tools and assembly systems can be found everywhere.
Atlas Copco’s legacy IBM platform was nearing the end of life and therefore no longer fit for purpose. Having ruled out solutions such as ServiceNow due to a lack of versatility and wanting easy access to configurations, they were on the hunt for a vendor they could work directly with and who were capable of supplying various integrations and requirements.
The Challenge
Integrations were essential for Atlas Copco. They had multiple systems in use throughout multiple departments and they needed these to be integrated with their chosen ITSM tool. Additionally, they wanted to work directly with the vendor rather than through a 3rd party partner service.
With the legacy system no longer suitable, it was clear Atlas Copco needed to migrate to a new, intuitive system. Historically, Atlas Copco struggled with duplication of information when migrating to new tools due to having so many systems in place. Therefore, it was imperative they could trust the knowledge and expertise of the consultants to deliver to the best service possible.
Integrations with multiple systems has created much-needed visibility, alongside the ability to measure operations and shorten restoration times.
The Solution
After finding HaloITSM online and reading many positive testimonials regarding the product and service, they decided to get in touch. Having spoken with the sales team and consultants about their challenges and requirements, they felt positive HaloITSM could deliver a successful migration and fulfill all demands.
Integrations
- Atlas Copco had a parts database system which needed to be integrated. This integration worked by showing the parts lookup history within HaloITSM. By showing this within the system, Atlas Copco saved time and increased efficiency by not needing to switch between applications to have full transparency and history in one, centralised location.
- A SAP integration was also required in order to have a CRM point of view within HaloITSM
Speed, Size and Scale
- With multiple distributors and contact centres across the world in locations such as China, the USA and Australia, it was critical that HaloITSM could be scaled quickly to meet the needs of all locations. As a robust solution with offices in the UK, USA and Australia, HaloITSM was well equipped to handle the fast scaling of this migration and implementation.
- HaloITSM can be adapted to become a multilingual tool. We understand our customers are based all over the world and can’t be limited by having a system in one language. With Atlas Copco, the system was translated into Swedish to fit the requirements of the Swedish distribution centre.
- The speed of HaloITSM was paramount. Atlas Copco needed to be able to work quickly and sort through tickets without having a slow system hindering them. They were reassured by knowing HaloITSM is built on React, making it one of the fastest ITSM systems on the market.
Starting the implementation in their primary office in Antwerp, HaloITSM went on site to make sure all customisations, integrations and automations were running correctly. Due to the success, HaloITSM was rolled out to subsidiaries across the world.
The Results
- Atlas Copco has been successfully using HaloITSM since 2016. They are delighted by how efficient and quick the system is and its intuitive UX/UI
- Integrations with multiple systems has created much-needed visibility, alongside the ability to measure operations and shorten restoration times.
- Visibility of all information and data they need has been revolutionary. Having all information in one location, such as client history, reports, dashboards and knowledge articles has saved them countless hours of unproductive time doing repetitive tasks. This time saved has created the opportunity for teams to stay on top of high priority tickets and incidents,
- With full context now captured in one location, agents can collaborate regardless of location effectively. This creates quicker resolution times of business-critical issues.
Having experienced a top service provided by HaloITSM, Atlas Copco can trust the support team to fix any issues quickly and efficiently. HaloITSM has been able to provide assistance during every step of the process, whilst also giving Atlas Copco the autonomy and control of configuration they desire. Looking to the future, Atlas Copco plans to continuously roll out HaloITSM to all departments still using a legacy system.