Skip navigation

27 February 2008

Leading provider of software solutions to Life Sciences industry increases customer satisfaction with improved call management and customer self-service

IDBS, the independent software vendor (ISV) specialising in drug discovery solutions, has selected Hornbill’s Supportworks to provide support services to customers of its data management software. The IDBS customer support team will be using Hornbill’s solution to support thousands of users at over 250 companies using its software. Using Supportworks, IDBS expects improved customer satisfaction through a more efficient customer service.

IDBS selected Supportworks from a shortlist of five other suppliers for the solution’s out-of-the-box functionality, open integration capabilities and ease of configuration. Particular features that the Support team required included integrated and automated email, workflow functionality, knowledgebase and SelfService portal.

According to Adam Paton, Customer Support Manager at IDBS, “Hornbill’s Supportworks provides us with a powerful tool to support our business goals. We wanted to provide our customers with improved access to information and a much better support service.”

“Supportworks will enable us to respond very quickly to customer queries and track them to resolution. It has all of the features that we need – the ability to customise it to meet our specific requirements will help us meet our goal of providing a more comprehensive, accessible service to our global users via the SelfService portal and knowledgebase.”

Supportworks is not just used for call tracking, but has been integrated into the company’s work processes. Incoming calls will be logged against IDBS’ software versions, enabling the team to quickly pinpoint and resolve issues relating to specific software releases. Problems that are recorded by the support team will be passed to the development team for resolution and then routed to the testing team for confirmation that the issue has been resolved. The automated workflow will enable calls to be effectively tracked throughout the support and development lifecycle, improving response to customers.

The IDBS team has also populated the Supportworks knowledgebase with technical documents, frequently asked questions and support documents addressing known issues. These documents are accessible through the SelfService portal, which has been customised to reflect IDBS’ corporate branding with the goal of providing a ‘one-stop shop’ for customers.

Gerry Sweeney, CEO of Hornbill Systems commented, “IDBS provides software applications that bridge the gap between IT and science. Their customers require support that varies from simple usage queries to complex technical issues. Supportworks has been designed to provide a comprehensive tool for ISVs to track and resolve service requests, streamline workflow and improve communication with customers, leading to increased satisfaction and customer retention.”



About IDBS Solutions

Founded in 1989, IDBS employs more than 150 people worldwide and is a leading drug discovery software solutions company.

IDBS' domain expertise in biology and chemistry data management delivers value to the life sciences industry. IDBS Software products provide low risk, high value management solutions for all aspects of research. It enables discovery organisations to capture, analyse, store, and share research data, making the right information available to the right person at the right time.

IDBS provides solutions for scientists at more than 200 leading discovery research companies globally including the world's top twenty large pharmaceutical and biotechnology companies. IDBS’ flagship product, ActivityBase, is the industry-standard solution for managing high-throughput biological and chemical discovery data and is employed at research sites globally.

IDBS was the first vendor in the drug discovery data management sector to receive the International Standards Organisation's ISO 9001:2000 and TickIT certifications and is an award winner for innovation and international trade. Headquartered in Guildford, UK, IDBS has U.S. offices in California, New Jersey and Massachusetts. IDBS partners with CTC Laboratory Systems in Japan and a network of distributors to market IDBS products and services in Asia.

For more information, please contact:

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
01491 639500

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