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12 June 2007

Bernard Matthews, the UK’s largest and best known producer of fresh turkeys and turkey products has selected Hornbill’s Supportworks for its IT service desk. The first phase of the project recently went live within two months and replaces an in-house developed support application. Supportworks has enabled the IT team to more easily deliver support to the Bernard Matthews Group, including taking calls from its Hungarian and German operations.

Supportworks was selected after an evaluation process involving three different vendors, succeeding for its overall functionality and flexibility. Bernard Matthews has purchased Supportworks’ business process workflow engine, the Visual Process Configuration Manager (VPME) alongside the Supportworks Enterprise Support Platform (ESP). This enables the customer to further develop the solution, integrate with other business systems and deliver further service functions in-house in the future.

Nick Frankland, Technical Support Manager at Bernard Matthews said, “Before we went live with Supportworks we only really logged work that we did on behalf of our business users. Now we are able to track all work done by the department including work done by the development, infrastructure and server teams. This enables us to better plan our resources and ultimately to provide a better, more cost efficient service to the business.”

Mr Frankland continued, “The implementation went very smoothly at a time when as a business we were under a lot of pressure. We received great support from Hornbill which helped us to achieve our target live date.”

The IT department now has visibility of all work carried out within the department, and greater control over calls that are assigned externally to third party maintenance contractors, Service Level Agreements (SLAs) and call escalations. Also, system alerts generated by the network, servers or the IBM iSeries are automatically logged and allocated via email enabling the department to take remedial action as soon as the fault is spotted, rather than not knowing until there is a major failure, all together a more proactive approach.

Gerry Sweeney, Managing Director of Hornbill Systems commented, “Supportworks has been designed to provide a wide range of flexible out-of-the-box functionality, which enables our customers to have a fast start implementation. The product is then adaptable enough to be further developed or tailored to meet changing business requirements. We have found that this access to the source code is very popular with our customers as it gives them ultimate flexibility, without locking them in to expensive consultancy and development programmes.”



About Bernard Matthews

The Bernard Matthews story began back in 1950 with one man, 20 turkey eggs and a second hand incubator. Today the company is global, producing an annual turnover around £400m and employing more than 6,000 people worldwide.

Bernard Matthews today produces 7 million turkeys every year in the UK, feeding them a strictly vegetarian diet from the company’s own feed mills and rearing them on 56 farms throughout Norfolk, Suffolk and Lincolnshire. The company prides itself on creating healthy, high quality turkeys, maintaining the highest standards of agriculture and bird welfare and meeting all regulations and standards from official bodies.

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About Hornbill Systems
Hornbill Systems delivers market leading Service Management solutions that enable organisations to automate business processes and provide first class customer service. Drawing on a decade of experience, Hornbill has packaged a number of applications designed for rapid deployment within any employee or customer service support environment. Solutions are available for IT Service Management, Facilities, HR/Payroll, as well as a broad range of Business, Consumer and Citizen Response service desks. Hornbill’s foundation product, Supportworks ESP can address the individual requirements of multiple business units, significantly reducing costs by providing a consolidated Service Management solution.

In 2005 Supportworks won the HDI awards for “Best Business use of Support Technology” with Sharp Electronics and “Support Excellence Award for Smaller Helpdesks” with Camelot.

For more information about Hornbill’s solutions please visit

For Company and editorial information contact:

Ann James

Hornbill Systems

Tel: 0208 582 8223
Andreina West

PR Artistry

Tel: 01491 639500


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