"It's a white-glove experience — we never feel like just another customer. It's a partnership, not a customer–supplier relationship." Patrick Windsor, Risetime
The challenge
Risetime is a US managed service provider. Its clients are public-sector and regulated organisations handling sensitive personal data, with strict rules about exactly who can see what.
The service desk sat at the centre of the business, but it was an ITSM tool, and Risetime's needs had grown into PSA territory. Everything commercial lived somewhere else: CRM in Salesforce, which offered far more than Risetime needed; project management and timesheets in their own tools; quotes signed through a separate e-signature round trip. Staff who live in the service desk all day were hopping between systems, and the executive team had no line of sight into the sales pipeline without buying licences for yet another platform.
Two requirements shaped the move. The first was consolidation — quote-to-cash, projects, time and support in one place. The second was permission depth: Risetime delivers some customers jointly with a partner whose agents work inside Risetime's help desk, so agents had to be scoped to specific customers while every end customer continued to see and manage their own tickets — the granular, multi-tenant model that regulated clients expect. HaloPSA fitted both, and Risetime engaged BDQ, a Halo solution partner, to make the move.
What we did
Translating the business into HaloPSA. Patrick Windsor wrote a requirements document without yet knowing the platform. BDQ analysed how Risetime actually used Freshservice, mapped each working practice to its HaloPSA equivalent, and iterated the design as the Risetime team learned the product.
"BDQ went into Freshservice, figured out how we were using it, and helped translate that into Halo — how we get our data in, how we configure the system."
Running the data migration. Risetime initially planned to migrate the data in-house. On advice, they handed it to BDQ instead — a call Patrick later described as "probably the best decision we made". BDQ used specialist tooling from migration partner Help Desk Migration, and BDQ consultants reconciled legacy data anomalies in the source system to deliver a clean cutover.
Configuring the platform. BDQ implemented the permission model — internal and external agents, scoped per customer — along with change orders, approvals, the support desk, time tracking, invoicing, and asset management through Lansweeper, whose device agent feeds the hardware and software records Risetime's SOC audits require. Project management moved into the same platform, covering consulting clients as well as managed service customers. CRM and marketing configuration follows as the next phase.
Staying involved. The engagement didn't end at go-live. Configuration changes are raised as tickets with BDQ and turned around within 24 to 48 hours — so the platform keeps pace with the business without Patrick becoming the bottleneck.
What changed
Five systems became one.
CRM, project management, timesheets and quote signing all folded into the same platform as the service desk — five subscriptions down to one.
The consolidation delivered a material reduction in Risetime's total tooling spend.
Quote-to-cash now runs end to end in HaloPSA: a quote for a managed service customer is generated, published to the customer portal, and signed electronically — no separate e-signature round trip.
"It's just a seamless platform. It gives me everything I need in one place — I'm not jumping between platforms."
The sales pipeline is visible to the people who resource the work. Before, the delivery team found out about a new deal when it closed, and the scramble started. Now the executive team opens a dashboard and sees, say, two managed service customers closing in July — and starts preparing weeks ahead, without paying for CRM licences to do it.
Compliance got easier too. Per-customer agent scoping gives regulated clients the data separation they require, while Lansweeper's asset records and Halo's audit trail support Risetime's SOC compliance.
"I can just open a ticket with BDQ and it's done within 24 to 48 hours. I think that's fantastic."
About Risetime
Risetime is a US managed service provider with a consulting arm, serving government, financial services, pharmaceutical and healthcare organisations.
About BDQ
BDQ is an independent IT consultancy and certified HaloPSA, HaloITSM, Freshworks, Atlassian, GLPI, Asana and monday.com partner. London-based, working with clients across the UK, Europe and the US since 2002.
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"Freshservice" is a trade mark of Freshworks Inc. References to Freshservice are for descriptive purposes only. Cost and consolidation figures reflect Risetime's own environment and may not be representative of other organisations.
I'm smart enough to know I don't know what I don't know — that's why we engaged BDQ. They know the product, I know my business, and between the two of us we came up with a solution we'll use for years.