8th April 2008
Growing organisation invests in help desk management software to support increasing numbers of users
Dogs Trust, formerly known as the NCDL, has recently selected Hornbill’s Supportworks Essentials help desk management software to support over 360 users across the organisation. The IT team uses Supportworks Essentials to log and track all calls and queries from users, as well as manage the 27 servers running the organisation’s applications, Wide Area Network and communications systems.
According to Brian Child, IT Manager at Dogs Trust; “With the increase of personnel and numbers of sites that we were supporting, it was really important that we could control the queries and work coming through and also carry out fixes in a timely manner.
“We selected Hornbill after much deliberation – we were looking for ease of use, flexibility and of course, value for money. Its out of the box functionality and easy integration with other systems made it straightforward to set up with very little configuration required. Hornbill’s Supportworks Essentials fitted the bill on all accounts.”
Supportworks Essentials is used by all staff in the service desk team to manage incoming calls or emails from users on problems with the network or desktop systems. All queries are then logged and tracked using Supportworks Essentials. Both the automation and transparency of the system have been critical factors in the success of the system. The Hornbill team assisted with the initial implementation and training.
Integration with Active Directory has enabled authentication and user access to be controlled centrally, as well as making the system easy to upgrade in the future. The IT Team intends to link Supportworks to its third party support company to allow more specialist queries to also be routed through the same medium, rather than handled separately, enabling more calls to be handled, faster. Streamlining all support calls will also assist the IT team to monitor its service levels both with users and manage its Service level Agreements with the third party support partner.
Long term, the organisation is planning to develop its Call Centre servicing calls from the public, to also undertake first line support to log and register calls.
Gerry Sweeney, CEO of Hornbill Systems commented, “IT departments in organisations like Dogs Trust are under increasing pressure to provide an effective IT support service, often with tight budgetary constraints. Any investment that they make must quickly deliver efficiencies. Supportworks Essentials’ out of the box functionality makes it very fast and straightforward to deploy. Its familiar interface also enables users to adopt it within working practices with very little specialist training. These factors enable organisations to benefit from the IT investment in a relatively short time.”
Supportworks Essentials from Hornbill Systems, is aimed at service desks where speed of deployment, ease of use, low cost of ownership and rapid user adoption are paramount. Deploying a helpdesk for IT, customer service or any other function can be a complex, time consuming and costly exercise. Supportworks Essentials offers a lower cost alternative with comprehensive service desk functionality that takes its roots from Hornbill’s award winning Supportworks Enterprise Support Platform.
More information on Supportworks Essentials: http://www.hornbill.com/solutions/ess/essentials/
NOTES TO EDITORS:
About Dogs Trust
Dogs Trust is the UK’s largest dog welfare charity, and is dedicated to ensuring the welfare of dogs everywhere. Through its network of 17 Rehoming Centres across the UK, the charity cares for over 16,000 stray, unwanted and abandoned dogs each year. Formerly known as the National Canine Defence League, the charity was founded in 1891 to protect dogs from ‘torture and ill-usage of every kind’. Over 115 years later, Dogs Trust is now one of the country’s leading charities and continues to pursue its goals with determination.
While a dog is in the care of Dogs Trust it will receive the very best of care and attention, but Dogs Trust works tirelessly to ensure that each and every dog goes to a happy and loving home of its own. Through a careful homechecking system, staff also ensure that a dog and his new owners are the perfect match.
Dogs Trust has a non-destruction policy, and will never put a healthy dog to sleep. The charity is working towards the day when all dogs can enjoy a happy life, free from the threat of unnecessary destruction
For more information please visit: www.dogstrust.org.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.
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/
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