Primend provides specialist M365 and Azure Cloud solutions and support with HaloPSA
“In total, we wrote down 62 requirements that we want to see from the MSP platform and Halo managed to fulfill all those requirements.”
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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
Complete
customer overview in one placeComplete customer overview in one place
Improved
SLA performance and compliance
Growing
self-service portal engagement
Industry
Service Providers
Region
Europe
Previous Tool
In a sentence or two, tell us what your company does.
Primend is a Pan-Baltic Microsoft platform expert specialising in Microsoft 365, Power Platform, and Azure cloud solutions and support.
Our mission is to create solutions for people who are passionate about making their companies more successful.
We do this at Primend by cooperating honestly, constantly learning, developing ourselves, and remembering where we started – with the courage to do things differently.
Before you found HaloITSM, what problems were you facing?
- We needed one unified platform to get a big picture / unified view of our customers. We had separate platforms for CRM, Service Desk, Project Management, Development Management and Finance.
- To make the Customer Service Portal Experience seamless.
- Track SLAs and time management with very high precision.
"In total, we wrote down 62 requirements that we want to see from the MSP platform and Halo managed to fulfill all those requirements. Other MSP platforms managed to get only 19-33 requirements covered."
Nuvoli
Which features and integrations have you been using and why?
- From Halo features we are using:
- CRM, Agreements, and Customer field – We have created an easy way for our IT-Business Consultants to understand what services our customers have and from what they could benefit.
- Service Desk and Projects – We have replaced our previous Service Desk platform, Project management platform, and Development platform with Halo.
- From the integrations we are using:
- Call center and SMS sending
- Our agent identification management through the Azure AD
- Calendar management through the Exchange calendar
- We are planning to invest more time in the Customer Self-Service Portal to make sure that customers can very easily see what services they have, and request service requests for them, and the backbone would be automatons that would be triggered through those services.
What’s your experience of working with the HaloPSA / Altacom team so far?
The on-boarding process was very fast, and they spent one week in our office to set up all the basics even now it’s so good that Halo Team (big thanks to Rhys De Gruchy) and Altacom are holding our hands after we have used their platform for 6 months.
What are some of the ways HaloPSA has helped you?
- We are getting a unified view of all our customers and all departments have a good way to work together because going from one process to another is seamless.
- SLAs have improved and we can very easily check if something has been breached.
Who is Altacom?
Altacom is the official distributor for Halo solutions across the Baltics and Finland. The implementation and onboarding process of Primend HaloPSA involved close collaboration between the Halo team and Altacom’s team. The Halo team provided technical expertise in product implementation, while Altacom Estonia led the project and handled communication at the local level.