AO Transforms Enterprise Service Management
How AO scaled from IT to 30+ departments with HaloITSM and full workflow autonomy
Introduction
AO is the UK’s most trusted electricals retailer, delivering everything from domestic appliances to mobile phones and computing equipment. With operations in the UK, a purpose-built logistics network, and Europe’s most advanced fridge recycling plant, AO is built for scale, service, and sustainability. As the business celebrates its 25th anniversary, its commitment to efficiency, innovation, and technology remains stronger than ever.
The Challenge
Around 13 years ago, AO was using an internally built system to manage service requests for the IT Department only, but the platform lacked flexibility and maturity. Even small configuration changes required external input – a new service request type could take up to six weeks to implement.
The system was costly to maintain, and teams had little control over how it worked day to day. Core ITSM functions like change management, major incident logging, and root cause analysis were split across multiple tools.
"They used to sit in different tooling, different applications… We didn’t have joined-up processes and ultimately lacked joined up data."
"They used to sit in different tooling, different applications… We didn’t have joined-up processes and ultimately lacked joined up data"— Patrick Shaw, AO Tech Service Operations Manager
The Solution
AO implemented Halo in 2012 (then NetHelpDesk), initially for basic ticket logging. Over time, usage expanded across 30+ teams including IT, Logistics, Facilities, and People. Key ITSM processes that were once fragmented — such as change management, major incidents, and root cause analysis — are now fully integrated. The team has complete autonomy over configuration, building and adapting workflows without needing external support. Custom dashboards offer real-time visibility for operational reviews and team performance. AO also collaborates directly with the Halo team for a flexible, responsive partnership that continues to evolve.
"We’ve really been able to tailor our change management system to how we want it. Our RCA processes are now sat within Halo where they never used to be. And again, Halo does everything our old system used to do plus much more, so it's been fantastic"— Patrick Shaw, AO Tech Service Operations Manager
Halo has become a strategic tool used across multiple departments beyond IT. Teams now use structured workflows instead of shared inboxes. With automation handling third-party alerts, and dashboards enabling daily and monthly reporting, AO has transformed their internal services. Autonomy over setup and continuous collaboration with Halo ensure the platform grows alongside the business.
The Results
With Halo embedded across AO, internal services have been redefined. Teams now benefit from visible workflows, faster ticket turnaround, and actionable reporting insights. The service desk can use incoming data to better resource and adapt team operations. AO has eliminated tool sprawl, improved service visibility, and built a scalable ESM foundation that continues to evolve.
Some key improvements include:
- 150+ tickets handled daily
- Adopted by 30+ teams beyond IT, including Logistics, Facilities, and People
- 80–90% tickets assigned correctly first time
- Service requests implemented in minutes, not weeks
- Structured workflows and visibility for non-IT departments
- Automated alert handling from third-party tools
- Real-time reporting and operational insight
- Full autonomy over configuration and processes
AO has eliminated siloed tooling, empowered teams with structured workflows, and enabled rapid service evolution across the enterprise. With Halo’s flexible foundation and a roadmap for AI and automation, AO is confident the platform will continue to support their growth into the future.