From Complexity to Clarity: A Smarter Alternative for ArrowXL

The UK's Foremost Two-Person Delivery Specialist

ArrowXL delivers large, bulky items (appliances, sofas, garden furniture) directly into customers' homes across the UK. Operating a 24/7 logistics network with warehousing sites from Scotland to London, the business depends on IT systems running smoothly around the clock. With a growing IT team of 40 agents handling requests across a fast-paced, always-on operation, platform reliability and efficiency are critical, not optional.

A Platform That Couldn't Keep Pace

ArrowXL's previous ITSM platform was slowing the team down. Basic configuration changes were slow and difficult to implement. Reporting required manual spreadsheet exports, making it difficult to access timely or accurate insights into IT performance.

Ticket routing was one of the most significant pain points. Without automated assignment rules, there was no way to send issues directly to the right team. Every ticket required manual triage, creating delays and wasted effort at scale.

Licensing added another layer of complexity. Core features were split across separate modules, meaning any attempt to extend functionality came with additional cost and configuration overhead. For a team focused on operational efficiency, this structure was fundamentally at odds with how they needed to work.

A Phased Rollout Built Around the Business

ArrowXL began with a phased rollout of Halo ITSM, starting with a small group of licences for the internal IT team before scaling across the wider business. From the outset, automation was central to the approach. Ticket rules replaced manual triage, routing requests directly to the right team without human intervention.

Problem management was brought into a structured workflow for the first time, with linked incidents and tracked corrective actions replacing informal processes. Manual reporting was retired in favour of real-time dashboards and scheduled MI reports, giving leadership consistent, on-demand visibility into IT performance.

Halo's inclusive licensing model removed the module complexity entirely. The team could expand functionality without facing additional cost at every step, enabling a culture of continuous improvement within the platform itself.

Proactive, Measurable, and Ready to Scale

The impact was significant and measurable. ArrowXL moved from slow, manual processes and routing delays to a streamlined, data-driven service operation. According to CIO Rachel Hopkins, the improvement has been visible across the organisation, with the team consistently receiving outstanding feedback.

• 99.8% resolution rate, supported by SLA tracking and fully automated ticket routing
• Manual triage eliminated: ticket rules route every request directly to the right team
• Real-time dashboards replacing manual spreadsheet exports across the IT operation
• Structured problem management: linked incidents and tracked corrective actions now standard
• Self-service adoption growing, with an expanding knowledge base reducing inbound ticket volume
• Consistently excellent CSAT, described as "almost overwhelmingly excellent every month"

With plans to explore AI capabilities and expand platform usage further, ArrowXL is building a future-ready service model on a foundation that continues to grow with the business.