Epsight Consolidates All Client Support Operations

Halentra supported us in the implementation of HaloPSA at Epsight. Available, rigorous, and insightful, they understood our challenges and reflected them in the best possible way in the configuration of our platform.

Emmanuel PETIT
Emmanuel PETITCEO, Epsight

Epsight Consolidates All Client Support Operations

Published on - Last Updated on

Epsight centralized ticketing, contracts, billing, and project management into HaloPSA, reducing resolution times by 68% and achieving 98% SLA compliance.

Overview

Epsight, a MSP based in Nantes, needed to consolidate its entire support ecosystem into one structured and scalable platform. With only 10 employees serving multiple clients across managed IT, cloud, and cybersecurity services, operational efficiency was critical.

Company Profile

Industry: MSP - Employees: 10 - Location: Nantes, France

Key Issues

As a growing MSP, Epsight faced operational fragmentation:

  • Multiple Tools: Ticketing, contracts, billing, and projects spread across systems
  • Limited Visibility: No unified view of client activity
  • Manual Processes: Time-consuming reporting and invoicing
  • Reactive Support: Limited proactive tracking
  • Workload Visibility: Limited insight into technician capacity and allocation
  • Scaling Pressure: Growth without increasing headcount
1
The Operational Bottleneck

Disconnected workflows were slowing the team down:

  • Tickets managed in one tool
  • Contracts stored separately
  • Billing processed manually
  • Projects tracked in spreadsheets
  • No real-time KPI dashboard
Growth Bottleneck

"The lack of consolidation was limiting scalability and increasing operational risk." — Emmanuel PETIT, CEO

2
Increasing Support Complexity

As client contracts diversified (recurring services, project-based work, SLA tiers), tracking profitability and performance became increasingly difficult without a centralized PSA.

A justified pick: HaloPSA

Epsight required more than a ticketing system — they needed a true operational backbone.

HaloPSA was selected because it enabled:

  • Full consolidation of tickets, contracts, projects, and billing
  • Native SLA management and automation
  • Real-time technician workload dashboards
  • Recurring revenue tracking
  • Client profitability visibility
  • Scalable structure without increasing headcount
  • Unified ticketing system - Contract-to-ticket linkage - Integrated billing engine - Project management module - Asset tracking per client

How did halentra help

Halentra supported Epsight through a structured 10-week transformation program.

1
Process Mapping & Design
  • Service catalog standardization - SLA definition and contract restructuring
  • Billing workflow alignment - KPI framework creation
2
Configuration & Migration
  • Migration of active contracts and open tickets
  • Automation rule configuration
  • Dashboard creation and validation
  • Billing cycle testing
Go-Live Success

100% of active contracts and tickets migrated before launch.

3
Optimization & Adoption
  • Technician training sessions - Executive dashboard refinement - SLA tuning and monitoring - Continuous improvement iterations

The Results

Operational Consolidation Achieved

Epsight now operates from a single structured platform with full visibility and measurable performance improvements.

Support Performance

  • Average Resolution Time reduced by 68%
  • SLA Compliance increased from 82% to 98%
  • Escalation Delays reduced by 75%
  • 100% centralized ticket visibility

Financial & Operational Gains

  • Invoice preparation time reduced from 2 days to 3 hours
  • Manual billing corrections reduced by 85%
  • Real-time recurring revenue tracking
  • Clear margin visibility per contract

Organizational Impact

  • Balanced technician workload
  • Reduced duplicated effort
  • Faster onboarding of new staff
  • Scalable operations without increasing headcount

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