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23 June 2008


Fast growing nationwide retailer of home appliances and furniture invests in service management software to support business expansion plans

BrightHouse, the national retail chain specialising in the sale of home electronic and domestic appliances, household furniture and other related products, has selected Hornbill’s Supportworks ITSM, the enterprise service management solution for its IT service desk. BrightHouse’s IT team will use Supportworks ITSM to support staff across its offices and 159 UK stores. The company eventually plans to roll out Supportworks ITSM across the other business functions, including HR, finance and building services.

BrightHouse selected Hornbill’s solution for its easy to use screens and ability to integrate with the existing server infrastructure. Supportworks ITSM will enable the company to streamline process change and adopt new ITIL working practices.

According to Neil Langridge, Service Delivery Manager at BrightHouse; “Hornbill’s Supportworks ITSM provides the ideal business solution for us. It has the functionality that we need to support users – initially used by the IT service desk and then rolling it out to support other service functions in the business”.

Langridge continued: “We knew that we wanted to go down the ITIL route with our working processes and Hornbill’s solution enables us to do exactly that. Its user friendly screens and reporting capability enables us to manage workloads and calls and provide a much more efficient service.”

Supportworks ITSM will be used by the first line IT service desk to log and track all incoming calls. Both second and third line IT staff will also log onto the solution, replacing the current web-based system. BrightHouse plans a phased roll out of Supportworks ITSM to all stores, following a training programme across the regions.

Gerry Sweeney, CEO of Hornbill Systems commented, “Hornbill’s Supportworks ITSM enables companies like BrightHouse to quickly reap the benefits of a more efficient support service. It is an ideal way to introduce smarter working practices using ITIL methodology. Supportworks’ automated processes and user friendly screens enable both staff to provide a more ‘human service’ and for it to be adopted by other service support functions in the business with minimal training overhead. The efficiencies gained provide an excellent return on investment.”

About BrightHouse
BrightHouse is a national retail chain specialising in the sale of home electronic and domestic appliances, household furniture and related products, primarily on a ‘rent to own’ affordable weekly payment basis. BrightHouse is a major employer in the local communities where its 159 stores are located.

Bright House has also recently been accredited with a Corporate membership of the Plain English Campaign. The Plain English Society is the issuing body for the Crystal Mark, which has become widely recognised as a guarantee that the document has been written as clearly as possible.

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About Hornbill Systems
Service Management software from Hornbill enables organisations to provide excellent customer service while benefiting from the economies of consolidation on a single technology platform. Supportworks’ service desk templates are designed for rapid deployment within any employee or customer support environment, including ITIL-compatible IT Service Management, IT Helpdesk, Customer Service, HR and Facilities Management with the flexibility to build additional desks at minimal extra cost. Hornbill’s software supports thousands of commercial and governmental sites worldwide. Hornbill Systems was founded in the UK in 1995 and has US offices in Dallas and New York.

High profile customers include Atos Origin (Athens Olympics 2004, Torino Winter Olympics 2006 and Beijing Olympics 2008), Buckinghamshire Hospitals NHS Trust, London Borough of Waltham Forest, Greggs, London Metropolitan University, RSPB, Chubb Insurance, House of Fraser, Halfords, The National Archives, and 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

This press release was distributed by ResponseSource Press Release Wire on behalf of PR Artistry Limited in the following categories: Computing & Telecoms, for more information visit