* Five help desk systems being merged into one FrontRange ITSM solution
* The system will initially be rolled out to 150 front line users
* FrontRange Voice will extend functionality of ITSM software products by making them accessible over the telephone
Reading, UK, July 24, 2008
FrontRange Solutions(r) today announced that The Co-operative Group, the world's largest co-operative society, will deploy its IT Service
Management (ITSM) solution to improve customer experience and lower operational costs following an the integration of the United Co-operative and The Co-operative Group. The integration of FrontRange Voice, which enables telephone-based self-service, was a key differentiator and led The Co-operative Group to choose FrontRangeSolutions(r) over two competing vendors.
The Co-operative Group is a family of businesses encompassing food, financial, travel, pharmacy, funeral care and legal services. The integration in 2007 resulted in five IT help desks running different IT Service Desk support packages. The Co-operative Group needed to consolidate the disparate systems into one. The ITSM solution will enable a reduction of IT costs and make better use of resources, which will ultimately lead to better business performance and returns for all The Co-operative Group staff.
The modular nature of the FrontRange ITSM solution has enabled The Co-operative Group to choose the specific modular solution its business needs today while continuing to scale with the customer's needs as its service management strategy develops. The Co-operative group has selected modules including problem, change, SLA, asset and incident management, and FrontRange Voice.
FrontRange Voice is an integrated IP-based business telephone system and call centre management system. It extends the functionality of other FrontRange software products by making them accessible over the telephone. For The Co-operative Group, FrontRange Voice means that when a busy shop assistant calls the support hotline, the system will automatically identify the caller and their location. The sales assistant then logs the problem, which is either dealt with automatically, or even transferred through to the relevant third party outside The Co-operative Group. The system saves time for both the busy shop assistant and the support desk team, letting them both get on with more productive and valuable work. The Co-operative Group predicts that there will be a significant reduction in call waiting and break-fix times due to the voice module.
Colin Bennett, Head of Change and Delivery at The Co-operative Group, said "We wanted to ensure that the IT system could deal with a range of enquiries on a 24/7 basis, and offer a self-service option that could dramatically reduce calls to the IT department staff. The last thing we want is customer facing staff waiting on hold to report a service problem when they could be helping customers. FrontRange Voice makes ITSM far more accessible to our employees."
Steve Feeney, Sales Director EMEA West, FrontRange said "The majority of routine complaints can be solved by self-service, or are third party issues, so by routing the problem through FrontRange Voice, the in-house IT support has more time to focus on helping to improve the IT infrastructure, rather than engaging in continuous fire fighting.FrontRange Voice takes the ITSM fundamentals and makes them much more accessible. We predict The Co-operative Group will see significant cost savings as a result of this implementation.
As well as the integration of voice and service management functionality, the ability of the FrontRange ITSM solution to work with multiple data sources was important to The Co-operative Group's goal to consolidate five separate help desk's into one standard system.
Initially, the FrontRange ITSM solution will be used by 150 support desk staff, serving more than 90,000 employees across the UK. The Co-operative is already starting to make plans for new additions to the IT infrastructure. For example, the organisation has asked
FrontRange to develop a Windows based PDA, so engineers can access the IT system from anywhere.
About FrontRange Solutions
FrontRange Solutions develops software and services that growing mid-size firms and distributed enterprises rely on every day to build great customer relationships and deliver high-quality customer service. The company applies a unique combination of innovation and automation with a standards-based approach to simplify core business processes, including: IT service management; customer relationship and sales force management; and PC lifecycle management. More than 150,000 of the world's best-known brands use FrontRange offerings to quickly improve their interactions with external and internal clients and achieve better business results.
The Hoffman Agency for FrontRange
Tel: 0207 470 8763
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