This article is based on an official HaloITSM case study.
As an authorized HaloITSM partner in Hong Kong, DragonSoft shares this transformation story to provide actionable insights for your organization. Discover how HaloITSM leverages automation, permission governance, and a unified service desk to resolve common ITSM challenges, including asset tracking, redundant communication, and inefficient ticket routing.
Interested in trialing HaloITSM? Contact the DragonSoft team today.
As a rapidly growing RegTech company, SmartSearch needed a secure, scalable ITSM platform. Replacing Freshdesk with HaloITSM brought automation, structure, and control.
- Improved InfoSec and access governance across the business
- Unified platform for IT visibility and control
- Automated onboarding replaced manual processes
Industry：Service Providers
Region：Europe
Previous Tool：Freshdesk
About SmartSearch
SmartSearch is a leading provider of digital compliance and anti-money laundering solutions. As a fast-growing organisation with a strong focus on operational integrity, the team needed a reliable ITSM platform that could scale, streamline support, and enforce security best practices across the business.
The Challenge
SmartSearch was previously using Freshdesk alongside tools like SharePoint. While simple and user-friendly, the system lacked the functionality and control needed for a secure, scalable operation.
There was no way to track asset history, making it difficult to troubleshoot recurring issues. Request forms were unstructured, especially for processes requiring InfoSec or infrastructure input, often resulting in repeated back-and-forth to gather critical information. New user setup was fully manual, and the knowledge base had grown bloated and hard to use.
From a support standpoint, the team experienced major outages with no direct phone support and slow resolution times, creating unnecessary operational and security risk.
“It was quite a simple system, and that worked until we started looking at things like asset management, stocking levels, and knowledge sharing across teams.”– Matthew Collins, Service Desk Manager
The Solution
SmartSearch selected HaloITSM for its depth of functionality, flexible configuration, and strong balance of cost and capability. The platform was deployed quickly and addressed core service management and security priorities from day one.
The team now benefits from:
- Asset histories linked to devices, reducing guesswork and repeat incidents
- Azure AD integration to automatically create users with correct permissions
- Structured request forms, improving data quality for InfoSec and infrastructure
- Role-based visibility and access control, ensuring teams only see what they need
- Two-tier knowledge base, split for end users and technical staff
- SLA tracking and alerts, helping teams prioritise before deadlines are missed
- Reliable support, with a phone line, service status tracker, and known issues feed
“It brought everything into one place, we’ve reduced manual work, improved visibility, and the feedback from users has been really positive.”– Matthew Collins, Service Desk Manager
The Results
Since moving to HaloITSM, SmartSearch has seen measurable improvements in both efficiency and control. Manual tasks have been replaced by automation, and core processes, including onboarding and request approvals, are faster, clearer, and more secure.
- Automated onboarding ensures correct access from day one
- Role-based controls reduce over-permissioned access
- InfoSec approval turnaround by structured tickets
- SLA timers and alerts support proactive service delivery
- Downtime risk reduced with reliable vendor support
- Reduced back and forth between end-users and agents
“It’s been a huge step forward — and we’ve only just scratched the surface.”-Matthew Collins, Service Desk Manager
With change management, Azure DevOps integration, and an external knowledge base on the roadmap, the team is confident that HaloITSM will continue to support their growth, securely and at scale.
DragonSoft Support Services
As an authorized HaloITSM partner, DragonSoft holds official technical certification from HaloITSM. We provide end-to-end services for clients across China and Hong Kong, encompassing requirements analysis, solution customization, system implementation, professional training, and ongoing managed support.
If you are planning to replace your current service desk tool or want to evaluate how HaloITSM can elevate your service operations, contact the DragonSoft team today to schedule a product demo and a customized solution assessment.
Website: www.hkdsdtech.com
Phone: +852–51679050
Email: marketing@hkdsdtech.com
Top comments (0)