Impact ICT Saves 34 Hours a Month Through Automation and AI in Halo
Based in Western Australia, Impact ICT switched from an outdated platform to HaloPSA, rebuilt every core workflow, and now saves six hours a week through AI triage.
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24 hours
saved monthly through AI triage
10+ hours
saved monthly through one-click onboarding automation
5 tools
unified into one platform
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Oceania
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About
Founded in 2020, Impact ICT is a Western Australia–based MSP in Mandurah, about an hour south of Perth. Having seen how outdated systems can hold back not-for-profit organisations, the founders built a business focused on helping community and professional services across Australia deliver more through technology.
The Challenge
As Impact ICT expanded, their previous platform began to hold them back. Persistent bugs went unfixed, and engineers found themselves working around the system to get simple tasks done. Without structured workflows, every technician approached tickets differently, making handovers slow and inconsistent.
Documentation was often manual and incomplete, leaving managers without a clear view of what had been done or where bottlenecks were forming. Engineers also had to switch between multiple tools to access information, wasting time and increasing the chance of mistakes.
Reporting was equally fragmented. Data on profitability, client satisfaction, and performance lived across different systems, making it hard to see the bigger picture.
Impact ICT knew they’d reached a point where they needed a single platform to bring it all together, enforce best practice, and give the team confidence in every step of the process.
“At the time, we didn’t really know what we needed or what good looked like. Every tech was doing things their own way, and we were spending too much time just trying to keep on top of everything."
Tom Purser, Director at Impact ICT
The Solution
HaloPSA gave Impact ICT the flexibility their previous system lacked. From the start, the team rebuilt every core workflow inside Halo, introducing clear steps for onboarding, offboarding, and routine service tasks.
Automation removed the manual workarounds, handling password resets, MFA changes, and licence management directly through Halo. Custom integrations brought their wider toolset together, connecting systems like Ninja, Microsoft 365, Xero, Stripe, and Huntress into one central platform where technicians could see everything in context.
Documentation and visibility also improved. Every action taken through automation or within a workflow is recorded in the ticket, giving managers full visibility and freeing engineers from repetitive admin. With AI triage now categorising and prioritising incoming requests, the team can focus on resolving issues faster and delivering a consistent experience every time.
“Now Halo is the centre point for all of our tooling. We’ve rebuilt everything inside it—from onboarding and offboarding to projects, billing, and reporting—and automated what used to take hours.”
Tom Purser, Director at Impact ICT
The Results
Since adopting HaloPSA, Impact ICT has transformed the way their team works, automating routine tasks, improving consistency, and gaining full visibility across clients.
Key outcomes:
- 6 hours saved per week in triage: AI triage automatically categorises and prioritises tickets, guiding Level 1 engineers through next steps.
- 20–30 onboardings/offboardings automated each month: One-click runbooks handle user setup, MFA, and licence management in seconds, saving 10+ hours monthly.
- 100% process consistency: Structured workflows ensure every engineer follows the same steps for onboarding, offboarding, and service tasks.
- Five tools centralised into one: Halo integrates Ninja, Microsoft 365, Xero, Stripe, and Huntress, creating a single pane of glass for technicians.
- Complete audit trails: Every automated or manual action is logged directly to the ticket, improving accountability and reducing admin.
- Faster reporting: Data that once took hours to collate is now available instantly through dashboards and AI-assisted queries.
"AI triage alone saves us about six hours a week, and everything we do now is consistent and trackable. It’s completely changed the way we work.”
Tom Purser, Director at Impact ICT
Halo now sits at the centre of everything Impact ICT does, and the team is already looking ahead to more automation, deeper insights, and smarter ways to work.