4 May 2005
Hornbill Systems, a leading provider of IT support and service management solutions, has supplied its Supportworks system to the Midas Group, independent providers of construction and property related services. The Midas IT team of just seven people provides frontline, remedial and proactive support for over 420 users across eight different locations, using Hornbill’s Supportworks helpdesk management system.
Midas chose Hornbill’s Supportworks for its ease of use and functionality to replace the existing method of logging calls on an Access database. The IT team provides comprehensive support from resolving basic level desktop issues, through to troubleshooting on over 70 VPN connections and wide area network connectivity, as well as sending firewalls out and assisting with remote set-up.
The IT department claims its low call to staff ratio is as a result of selecting Hornbill’s Supportworks.
Using the automated mechanisms within Supportworks for customer access, such as Web Self-service, email integration and improved call logging, the IT department handles over 1500 calls per month. Since implementing the customer self-service options to track call progress, calls to the helpdesk have been reduced by over 60%.
Escalations are also automatically notified when calls are nearing or in breach of Service Level Agreement times (SLAs). This visibility enables staff and management to take preventative action and as a result of this escalation procedure, 95% of the SLAs are being met.
According to David Beaton, IT Manager at Midas Group, “Despite the company’s growth and increased demand on resources, the automation and efficiency provided by Supportworks has saved Midas the cost of employing two additional support staff and enabled us to deploy existing staff more effectively. The initial investment in Supportworks has been fully recovered and 100% return on investment achieved within just eight months of deployment.”
Gerry Sweeney, Managing Director at Hornbill Systems, commented: “Supportworks is the ideal tool to assist companies to gain efficiencies in IT support. With automated processes and systems, as well as self-service options, customers have a much higher visibility of call progress and the IT team is able to track and log every contact. Existing staff are freed up to work on proactive, planned support projects, enabling IT departments to achieve more with precious limited resources.”
For more information about Supportworks, please visit www.hornbill.com
NOTES TO EDITORS
About The Midas Group
Formed in 1976, the Midas Group has become one of the UK's fastest growing, independent providers of property solutions, offering a complete range of construction and property related services for every industry sector.
The group has four divisions, Midas Construction Ltd, Midas Property Services (UK) Ltd, Midas Projects (UK) Ltd and Midas Commercial Developments Ltd.
For more information please visit www.midasgroup.co.uk
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. For more information about Hornbill’s solutions please visit http://www.hornbill.com/
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