How Next Telecom Cut Admin Time by 40% with Halo

About

Next Telecom is an established Australian telecommunications provider, supporting over 5,000 businesses nationwide. Rather than offering a one-size-fits-all service, the company differentiates itself through flexibility, tailoring solutions via multiple carriers to deliver the best possible outcome for each customer. This high-touch, customer-first approach has been core to Next Telecom’s identity for over a decade.

The Challenge

As Next Telecom grew, their previous platform, Jira, began to hinder their growth. Teams were forced to rely on spreadsheets, SharePoint pages and external portals. This approach halted their ability to respond to customers, increased manual workload, and made it increasingly difficult to maintain visibility across thousands of services.

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Without a central system, quoting became another issue. Staff often had to delay quotes until information could be retrieved or verified, risking lost opportunities in a highly competitive market.

“Jira really didn't work for a technical service desk managing multiple teams and product lines."

Adam Brotherson, CTO at Next Telecom

The Solution

Next Telecom chose HaloPSA to bring every part of their operation into a single, centralised platform. They rebuilt processes inside Halo, from ticketing and assets to quoting and credit control, eliminating the need for spreadsheets and manual duplication of data.

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Automated workflows now manage overdue accounts and resolve tickets when balances are cleared. Quoting has also been transformed; staff can now issue accurate quotes instantly during customer conversations, supported by live stock visibility and predefined pricing rules.

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The Self-Service portal gives our Direct and MSP/Channel Managed customers visibility into Project and Ticket progress, access to the Knowledge Base and view detailed Service Information in a central location.  

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This shift didn’t just improve efficiency, it gave Next Telecom the operational clarity they needed to deliver faster, make better decisions and maintain their high-touch service model through rapid growth.

“We were able to adapt Halo to our needs and bring everything into one central system.” ‍

Adam Brotherson, CTO at Next Telecom

The Results

HaloPSA has transformed operations across the business, making a direct impact on service delivery, profitability and productivity:

• 40% reduction in time spent on credit management tasks through automated workflows, email templates and centralised account management

• Quotes now issued via Halo immediately, allowing customers to sign in the Self Service Portal

• Data previously stored in multiple systems or spreadsheets now centralised into a single source of truth

• Team members now work from one system rather than switching across multiple platforms

• Improved customer experience through accurate, timely information and clear expectations

"It has had over 40 percent time saving for our credit management staff and really reassured customers through faster quoting. Our goal is now for staff to work entirely from Halo without switching systems.”

Adam Brotherson, CTO at Next Telecom

Next Telecom is now looking to take automation even further. Their next phase is all about removing the last manual steps from their processes so staff can manage everything from one place in Halo. By continuing to build on Halo, Next Telecom aims to scale confidently without losing the personalised service that sets them apart.

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