Eduthing Scales IT Support for 250+ Schools with Halo
Eduthing switched to Halo to scale IT support for 250+ schools. With 97% first-level fixes, 60% of tickets handled via the portal, and 70% less phone-based support, efficiency soared.
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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
70%
reduction in phone-based support
60%
of tickets processed through the portal
97%
first-level fix rate
Industry
Service Providers
Region
Europe
Previous Tool
Autotask
About Eduthing
Eduthing is a dedicated managed service provider specialising in IT solutions for the education sector. Over the past six years, Eduthing has expanded from supporting 30 schools to more than 250, handling 85,000 tickets in the last academic year – double the previous year’s total. To sustain this growth, Eduthing required a scalable and future-proof PSA solution.
The Challenge
Eduthing found its previous PSA tool, Autotask, to be outdated and overly complex, with limited mobile accessibility for field engineers. Manual processes for ticket triage, customer feedback, and service requests were time-consuming, and the system could not grow with the company’s needs.
The Solution
Eduthing implemented HaloPSA to replace its existing system, ensuring a scalable and efficient approach to managing its operations. The transition was completed in just two weeks, with Halo’s support team guiding the process to minimise downtime and disruption to schools’ daily operations. Engineers quickly adapted to the platform, benefiting from an intuitive interface, comprehensive training resources, and Halo’s active community.
Key Features:
- Seamless Integrations: HaloPSA’s flexible API enabled Eduthing to integrate key services such as feedback tracking, reporting, and ID card processing. This automation streamlined operations, reducing manual workloads and ensuring real-time data flow across systems.
- Advanced Ticket Management: With HaloPSA’s automated triage and categorisation, engineers could resolve issues more efficiently. The system’s custom workflows ensured that tickets were assigned accurately, contributing to a 97% first-level fix rate and significantly improving response times.
- Self-Service Portal for Schools: Eduthing’s adoption of HaloPSA’s intuitive self-service portal allowed schools to log and track tickets independently. This reduced strain on the service desk, with 60% of tickets now processed through the portal, increasing overall efficiency.
- Enhanced Reporting & Data Visibility: With real-time dashboards and HaloPSA’s advanced reporting features, Eduthing gained critical insights into ticket trends, resolution times, and performance metrics. These analytics helped improve decision-making and optimise IT service delivery.
"The reason we switched to Halo was the scalability and the growth aspect. We saw how quick the integrations were coming in and could see that there was a lot of future development growth. It's exactly what we wanted as a company.”
James Ruddle, Service Desk Manager
The Results
Following the implementation of HaloPSA, Eduthing saw significant improvements in efficiency, automation, and service quality. Engineers were able to focus on high-priority tasks, and schools gained greater control over their IT needs.
Key outcomes:
- 97% first-level fix rate, significantly reducing ticket escalations.
- 60% of tickets now processed through the portal, streamlining issue resolution.
- 70% reduction in phone-based support, optimising resource allocation.
Eduthing now operates with improved efficiency and scalability, ensuring schools have the support they need while proactively enhancing their IT operations. HaloPSA’s automation and reporting solutions have positioned the company for long-term growth and success, with further AI-driven enhancements on the horizon to refine operations and support continued growth.
"At Eduthing we know that the systems that we use are important to help us scale up as we continue to grow. Halo has enabled us to do that so far and will continue to help us to do that as we continue to grow."
Zahid Chady, COO