Skip navigation

4th September 2007

Specialist provider of mobile solutions to web-based service providers invests in service desk to provide continuous technical support to commercial customers.

Mobestar, a specialist provider of mobile community applications (MOBS.LN), has selected Hornbill’s Supportworks as its platform for managing external customer support. Mobestar is using Hornbill’s solution to provide a central support desk for commercial customers using its technology solutions. As well as customers calling the support desk directly, Mobestar service engineers, in any location at any customer site, are able to access the system where all support issues are logged and managed. Mobestar claims that using Supportworks enables the IT team to monitor and report successfully against its SLAs for multiple customers.

Mobestar provides ‘turn-key’ solutions that enable mobile networks to replicate and enhance the user involvement and interaction of traditional web based communities. Following a fast implementation, Supportworks is being used to support Mobestar’s customers.

Supportworks was selected after an evaluation process against other support desk management products, for both its ‘out-of-the-box’ functionality and competitive pricing. Using Supportworks the IT team saves time on incident management, logging and tracking faults as well as reporting back to customers. Logging all information centrally and using reports generated straight from the Hornbill system enables the team to meet SLA targets. Mobestar has branded its customer portal and enhanced the service further by enabling customers to view attached log files over the web.

Colin Mead, Operations Manager at Mobestar said, “As a service provider it is vital that we can provide business continuity by supporting our customers responsively and meeting our stringent Service Level Agreements.

“Hornbill’s Supportworks has delivered everything that we needed it to do, with no add-ons required and at an accessible cost. Because it is so configurable we were able to get up and running in a very short time with the help of Hornbill’s professional services, and it is very straightforward to add support for new customers. We can now monitor and report against SLAs for different customers, and the online portal enables us to provide transparency to customers by providing them with easy access to information.”

Gerry Sweeney, Managing Director of Hornbill Systems commented, “Supportworks provides a wide range of out-of-the-box functionality, which includes external customer service as well as any internal desk. This enables our customers to match their needs with a working solution very quickly. Mobestar has taken full advantage of the system’s flexibility for a centralised service desk, which supports different customer requirements and can be further developed to meet its growing business requirements.”

-ends-

NOTES TO EDITORS:

About Mobestar

Mobestar builds mobile communities. The company provides ‘turn-key’ solutions that enable the creation of mobile phone based services that replicate and enhance the user involvement and interaction of traditional web based communities. Mobestar’s comprehensive portfolio of products and solutions can be implemented to create entirely new mobile communities or to rapidly mobilise an existing community.

The ubiquity and growing sophistication of mobile networks provide brand owners with the opportunity to reinforce the relationships they have with their customers, to provide added value and to monetise aspects of the services provided. Mobestar provides the tools that make it happen.

For more information please visit: www.mobestar.com

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 http://www.hornbill.com/

For Company and editorial information contact:

Ann James
Hornbill Systems
Tel: 0208 582 8223
Email: ann.james@hornbill.com

Andreina West
PR Artistry
Tel: 01491 639500
Email: andreina@pra-ltd.co.uk






This press release was distributed by ResponseSource Press Release Wire on behalf of PR Artistry in the following categories: Computing & Telecoms, for more information visit http://pressreleasewire.responsesource.com/about.