How Amesto Global Achieved a 9.5-Minute Average Response Time with Halo
Amesto Global delivers bespoke accounting, financial reporting, payroll and compliance services to clients across multiple markets. It was running that work through spreadsheets, back-and-forth emails and a separate document approval platform — and growth had made it unmanageable. Moving onto Halo unified the whole process in one system, gave clients a password-protected portal of their own, and brought the average response time to 9.5 minutes.
9.5 min
Average response time
Enhanced
Client experience, with a re-designed portal
Improved
Visibility of tasks and workload across the system
About Amesto Global
A Boutique, Partner-Led Firm Simplifying Business on a Global Scale
Amesto Global specialises in delivering bespoke accounting, financial reporting, payroll and compliance services globally, currently supporting clients with evolving requirements across various markets. Their mission is to simplify business for their clients' growing operations on a global scale.
The boutique, partner-led firm thrives on collaborative partnerships with like-minded clients, valuing the importance of having full and absolute partner access as a given. As one of the four divisions of the Amesto Group, they are committed to adopting innovative technology and investing in the triple bottom line: people, planet, profit.
The Challenge
Spreadsheets, Email Threads and a Third Platform Just for Approvals
Amesto Global was operating through spreadsheets, back-and-forth emails and a tertiary document approval platform to complete their work on behalf of their clients. This was becoming unmanageable with the growth in the number of customers and workload they were receiving.
They sought an all-in-one platform that could completely unify the process — so the work could be completed within the one software. Amesto Global understood that moving away from spreadsheets and mailboxes would allow greater visibility of tasks and workload per each team member.
The brief went further than tidying up the process. They were looking for a flexible platform that could be modified to suit their model, rather than a stock standard platform that could not scale and grow with them and their evolving client base. They needed clear and simple workflows and standardised processes to increase productivity, a system with standard GDPR practices and clear security practices in place, and a value-add external, password-protected portal giving clients a centralised location with a humanised feel — so clients feel as though they are talking to a person, not a system.
"What I have been most impressed with is that the team at HaloCRM genuinely want to work with you, to support you, to build a product that works for you, and the care given feels like a true partnership rather than HaloCRM just being a service provider to us."
— Nicole Hinrichsen, EMEA Payroll Manager, Amesto Global
The Solution
One Flexible System, Plus a Password-Protected Client Portal
Halo provided Amesto Global with a bespoke, yet flexible system that can host all of Amesto Global's processes without any complications. With the help of Halo's team, Amesto Global was able to implement workflows to standardise practices across the department and increase productivity and efficiency in the team.
The platform then gave the team a password-protected client portal that allows clients to approve documents, submit queries and view Amesto Global's FAQs all in one place. That is the customer self-service model at the centre of Halo — one place a client can go, rather than an email thread and a separate approval tool.
Configuration mattered as much as capability. Halo's simplistic configuration options mean that Amesto Global can change their portal seasonally, and allow them to confidently grow as an organisation — the portal is something the team adjusts themselves rather than something they raise a request for.
"The implementation was exceptionally smooth. I've often said that our consultant is a unicorn; she just gets it done. She's really been incredible."
— Nicole Hinrichsen, EMEA Payroll Manager, Amesto Global
The Results
Clients Praising the Portal, and Asking for More Markets
With a quick and exceptionally smooth implementation, the Amesto Global payroll team has since adopted the system seamlessly due to how user-friendly the interface is.
Amesto Global has been highly praised by their clients for their improved portal and prompt resolution of enquiries. After demonstrating the platform to their clients, the team received new business opportunities to provide additional payroll services in other markets.
9.5 minute average response time — enquiries land in one queue rather than in individual mailboxes
Enhanced client experience with a re-designed portal — clients approve documents, submit queries and read FAQs from one password-protected place
Improved visibility of tasks and workload across the system — the team can see what is outstanding per team member instead of inferring it from a spreadsheet
Workflows standardised across the department — clear and simple processes replacing spreadsheets, email threads and a separate approval tool
A portal the team changes seasonally themselves — simple configuration options rather than a change request and a wait
New business opportunities — after demonstrating the platform to clients, the team was asked to provide additional payroll services in other markets
Halo has become an essential tool in Amesto Global's operations, and they are excited to onboard new starters onto the system. Looking ahead, Amesto Global looks forward to continuing their partnership with Halo and to the enhancements coming to documentation functionality within the system.
Still running client work through spreadsheets and email?
Tell us how work reaches your team today — mailboxes, spreadsheets, a separate approval tool — and we'll show you what Halo can do, client portal included. No commitment, no sales pressure.
