How ITVET Recovered 5 Hours a Day by Running Their Entire MSP on Halo
ITVET replaced their custom-built platform with HaloPSA, unifying the entire business on one system and increasing customer feedback responses fivefold.
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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
5 hours
of engineer capacity recovered every day
5x
increase in customer feedback responses
10+ countries
supported on one platform
Industry
Service Providers
Region
Europe
Previous Tool
About
ITVET is a UK-based managed services provider, founded in 2007 by Daryl Fuller and Richard Fountain. Built on the belief that looking after people is what the work is really about, the company has grown to over 100 people and supports clients across retail, real estate, and smart buildings in more than ten countries.
The Challenge
When ITVET's original software provider went out of business, they built their own. Their intranet had SLAs, ticket timers, and functionality that off-the-shelf tools didn't have at the time. It worked, but maintaining a custom platform takes resource, and without significant ongoing development investment, adding integrations and keeping pace with the business wasn't viable long-term.
The platform had also hit a ceiling. It handled the service desk, but little else. Finance ran on email, projects lived outside the system, and engineers were toggling between two separate portals every time they needed to connect to a device via their RMM tool. This meant information sat across multiple different systems. For a company of ITVET's size, operating across that many clients and countries, it wasn't sustainable.
“We didn't have that sort of one-stop shop. That was the biggest struggle.”
Josh Abegglen, Operations Director, ITVET
The Solution
When ITVET went to market, their first step was to see what other MSPs were actually using. Halo came up consistently, and that was enough to start a conversation. The selection process was as much about the company as the product. ITVET wanted to know who they were getting into business with - whether the platform would still look the same in five years, and whether they could pick up the phone and get someone. Halo's ownership structure and the way the product had been built gave them confidence on both counts.
ITVET dedicated an internal team member to the migration full time, with Halo's onboarding team managing the process end to end. Service desk, projects, CRM, billing, and finance all moved onto a single platform over a single weekend.
“We literally moved across over a weekend and never looked back.”
Josh Abegglen, Operations Director, ITVET
The Results
Since moving to Halo, ITVET has seen improvements across billing, engineering capacity, customer satisfaction, and service desk operations:
- 5 hours of capacity recovered every day. Ninja RMM integration removed the need to switch between portals — 5 minutes per person, across 60 technical teammates.
- Billing transformed. CSP integration with Microsoft eliminated manual licence reconciliation entirely.
- Customer feedback up 5x. Monthly satisfaction responses rose from ~20 to 100+ after moving to Halo's recommended feedback format.
- SLA management turned proactive. Dashboards flag tickets at risk before a breach occurs, giving the team time to act.
- Client onboarding standardised. A library of bespoke per-client forms consolidated into a single consistent process.
"The future for us is looking really, really bright. Now we've got what we feel is an industry leading product.”
Daryl Fuller, Co-founder, ITVET
Eighteen months in, ITVET's AI and Automations team is actively building on the platform, developing zero-touch joiner and leaver processes and expanding Halo's native AI capability for ticket triaging and summaries. Halo is now the first question in any new vendor evaluation.