Retail is one of the most operationally complex environments in any sector. Store teams, head office functions, logistics, finance, HR and facilities all have different service needs, different working patterns and different expectations of what good support looks like. Halo brings all of that together in a single, flexible service management platform. Whether you are managing an outage at a flagship store, processing a new starter request for a seasonal hire or tracking a maintenance job across a multi-site estate, Halo gives every team the tools to deliver great service, consistently, without the overhead of running multiple disconnected systems. operation:
Always On, Across Every Site
Retail never stops, and neither does Halo. With 24/7 in-house support and a platform that is accessible from any device, your teams can log, track and resolve issues at any time, from any location. Whether a store manager is raising a systems issue at 6am before opening or a head office team is processing an urgent facilities request on a Sunday, Halo is always available and always supported by people who know the platform inside out.
One Platform for Every Department
Halo is not just a service desk for your technology team. HR, Facilities, Finance, Store Operations and any other department can run their own service workflows within the same platform, each configured to their specific processes and terminology. One platform, one licence, one place for every team across your retail business to get the help they need and deliver the service others depend on.
Built to Scale with Your Estate
Whether you operate 10 stores or 1,000, Halo is built to scale with your retail estate without adding cost or complexity. Multi-site configurations, location-based asset management, regional SLA frameworks and role-based access control are all included as standard, giving you the structure to manage a growing estate from a single platform without the need for separate tools as your footprint expands.
AI That Works from Day One
Halo includes AI across the platform as standard, at no additional cost. Intelligent ticket triage routes store issues to the right team immediately, auto-classification reduces manual sorting, and AI-powered knowledge suggestions help your teams resolve common requests without escalation. For retail organisations managing high ticket volumes across multiple sites, AI does not just save time. It changes the way service is delivered.
No Hidden Costs, No Nasty Surprises
Halo's all-inclusive pricing model means one licence covers every feature, every module and every integration your retail operation needs. There are no add-ons to procure as your team grows, no edition upgrades required to unlock AI or reporting, and no professional services budget needed to configure the platform to your workflows. What you invest is what you get, and what you get is everything.
Keep Stores Running with Fast Incident Resolution
When a system goes down, a payment terminal fails or a store network drops, every minute of downtime costs revenue. Halo's Incident Management module gives your technology team a structured, ITIL-aligned process for logging, triaging and resolving store incidents fast. Automated routing ensures the right team picks up the right issue immediately, SLA targets keep resolution times on track, and real-time dashboards give managers visibility across every open incident across every site.
Manage Every Store Asset in One Place
From EPOS terminals and handheld scanners to back-office servers and network equipment, retail organisations manage thousands of assets across dozens or hundreds of locations. Halo's Asset Management module gives your team a single, accurate register of every asset across your entire estate, with location tracking, maintenance history, warranty status and automated discovery integrations included as standard. No spreadsheets, no guesswork, no assets falling through the gaps.
Self-Service That Works for Store Teams
Store colleagues are not sitting at desks waiting to log a ticket. Halo's self-service portal is fully mobile-responsive and customisable, making it easy for any team member to raise a request, report an issue or find an answer from any device, anywhere. A branded, intuitive portal reduces calls to your support team, drives self-service adoption on the shop floor and ensures every request is captured in the right place from the start.
Planned Maintenance and Change Without Disruption
Retail environments are sensitive to change. A failed software update at peak trading or an unplanned network change before a bank holiday weekend can have significant consequences. Halo's Change Management module gives your team a structured process for planning, approving and scheduling changes, with CAB workflows, risk assessment, change scheduling and full audit trails included as standard. Change happens in a controlled, visible way, with every stakeholder informed at every stage.
Visibility Across Your Entire Retail Estate
Managing technology across a multi-site retail estate means understanding what is happening everywhere, all at once. Halo's reporting and dashboard tools give your team real-time visibility across ticket volumes, SLA performance, asset status and team productivity, filtered by store, region or function. Scheduled reports deliver the insight your leadership team needs without anyone having to ask for it.
New Starter Onboarding at Scale
Retail HR teams face onboarding challenges that most sectors never encounter. Seasonal peaks, high turnover and hundreds of simultaneous new starters across multiple locations demand a process that is fast, consistent and scalable. Halo's HR service workflows automate the end-to-end onboarding journey, from offer acceptance through to first-day readiness, triggering the right tasks across IT, Facilities, Payroll and Store Operations automatically. Every new starter gets the same experience, regardless of which location they join.
A Single Place for Every Employee Request
Halo's self-service portal gives every retail employee a single, branded place to raise HR requests, from holiday queries and payroll questions to uniform requests and policy documents. Requests are automatically routed to the right HR team member based on the request type and the employee's location, with SLA targets ensuring every query is responded to within an agreed timeframe. Store colleagues spend less time chasing HR, and HR teams spend less time managing inboxes.
Manage Leaver Processes Without the Risk
In a high-turnover environment, a poorly managed leaver process creates real risk. System access left active, assets not returned, final pay not processed. Halo's leaver workflows trigger the right actions across every relevant team the moment a resignation or termination is confirmed, ensuring access is revoked, equipment is recovered and all obligations are met consistently, every time, regardless of the volume of leavers in any given week.
Employee Relations and Case Management
Managing HR cases in retail, from grievances and disciplinaries to flexible working requests and absence management, requires a structured, confidential process with a clear audit trail. Halo provides a dedicated case management framework within the HR service management module, with restricted visibility, step-by-step workflows and full documentation, ensuring every case is handled consistently and in line with your policies.
HR Reporting That Gives You the Full Picture
Halo's reporting tools give HR leaders in retail the visibility they need across headcount, onboarding volumes, case activity, absence trends and response times, all in real time and filterable by store, region or function. Scheduled reports can be delivered automatically to HR business partners and senior stakeholders, removing the manual effort of pulling data and ensuring decisions are always made on current, accurate information.
Log and Resolve Maintenance Jobs Across Every Site
From a broken fitting room door to a faulty HVAC system in a flagship store, facilities issues in retail need to be logged, assigned and resolved quickly to maintain a safe and welcoming environment for customers and colleagues. Halo gives your facilities team a structured process for capturing every job, assigning it to the right contractor or internal team, and tracking it through to completion, with SLA targets and escalation rules ensuring nothing falls through the gaps.
Planned Maintenance Scheduling
Reactive maintenance is only part of the picture. Halo's facilities management workflows support planned preventative maintenance across your estate, with recurring task schedules, contractor management and compliance tracking included. From annual fire safety checks to monthly equipment servicing, every planned activity is tracked in one place, with alerts when tasks are approaching or overdue and full audit trails for compliance purposes.
Contractor and Supplier Management
Retail facilities teams rely on a wide network of contractors and suppliers to keep stores operational. Halo makes it easy to assign jobs to approved contractors, track their progress, manage SLAs and record completion sign-off, all within the same platform used for internal service requests. Contractor performance data is captured automatically, giving you the evidence to manage supplier relationships based on facts rather than impressions.
Customer Story
Built for Scale: AO’s 13-Year Service Evolution with Halo
As AO marked 25 years in business, it needed to replace its outdated ITSM system with something scalable and self-managed. Since moving to Halo, over 30 teams across AO now use a single platform.
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30+
teams using one unified platform
Incident Management
Structured, ITIL-aligned incident resolution that gets every issue to the right team immediately and keeps every stakeholder informed throughout.
Asset Management and CMDB
A single, accurate register of every asset across your organisation, with full lifecycle tracking, relationship mapping and automated discovery.
Self-Service Portal
A branded, intuitive portal that makes it easy for everyone to get the help they need, from any device, at any time.
Workflow Automation
Automate complex, multi-step processes across every department so your teams spend less time managing requests and more time delivering outcomes.
SLA Management
Set, track and enforce service level agreements across every team and every request type, with automated escalation when targets are at risk.
Reporting and Dashboards
Real-time insight across every service function, from individual team performance to organisation-wide trends, with drag-and-drop dashboards and scheduled reports.
Change Management
A structured, auditable change process that protects your organisation during system updates, infrastructure changes and planned maintenance activities.
Knowledge Management
Capture, organise and share knowledge across every team so common questions are answered faster and expertise is retained across the organisation.
Triage & Routing
Self-Resolution
Reporting & Trends
Virtual Agent
Intelligent Ticket Triage and Routing
In a high-volume retail environment, manual ticket sorting creates delays and inconsistency. Halo's AI automatically classifies every incoming ticket, identifies its priority and routes it to the right team without any manual intervention. Store incidents reach the right resolver immediately, HR requests land with the right business partner, and facilities jobs go straight to the right contractor or internal team. Resolution starts the moment a ticket is raised.
AI-Assisted Knowledge and Self-Resolution
Halo's AI surfaces relevant knowledge articles to both end users and service teams at the point of need. When a store colleague raises a request through the self-service portal, AI suggests solutions before the ticket is even submitted, reducing unnecessary tickets. When a team member picks up a ticket, AI recommends the most relevant resolution based on similar historical cases, helping your teams resolve issues faster and more consistently.
Predictive Reporting and Trend Analysis
Halo's AI-powered reporting tools do more than show what has already happened. By analysing patterns across ticket data, asset records and service performance, AI surfaces emerging trends before they become problems. For retail, this means identifying stores with recurring incidents before they escalate, spotting asset failure patterns before equipment lets the team down, and forecasting service demand ahead of peak trading periods so resource is in place when it is needed most.
Virtual Agents
Halo's virtual agent gives every person across your organisation a fast, intelligent first point of contact, available around the clock without any human intervention required. End users can raise requests, report issues, check the status of existing tickets and find answers to common questions through a conversational interface that feels natural and immediate.
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