7th April 2009
FLYBE INVESTS IN 24/7 SYSTEMS SUPPORT TO BOOST CUSTOMER SERVICE
WITH HORNBILL’S SUPPORTWORKS ITSM
Leading low-cost airline supports business critical systems round the clock for over 3000 employees, using Hornbill’s service management software
Flybe, Europe’s largest regional airline, has recently selected Hornbill’s Supportworks ITSM to provide round the clock support to 3000 users of IT and telecoms systems at over twenty UK sites. Flybe’s IT team selected Hornbill’s solution over three competing vendors for its ease of use, functionality and ability to be integrated with other database systems. Supportworks ITSM replaces an in-house developed system with the intention of improving internal SLAs for key business systems and resolving queries faster.
Flybe ran a stringent procurement process in which they shortlisted solutions from Numara, Touchpaper (Avocent), Marval and Hornbill. Nathan Burden, Head of IT Services at Flybe said; “Flybe is ultimately reliant on technology and adopting ITIL and its proven best practice means we can provide a better service to our customers. Hornbill’s solution stood out from its competitors. Its user friendly interface, ITIL compatibility and functionality were exactly what we were looking for in a service management system.
“Under our new twenty four hour support service, we need to assign, monitor and report on tasks in a structured way to support our IT team’s shift patterns, both for repair and project work. Using Supportworks ITSM we can accurately record incidents, track assets and manage changes in an effective, standardised way, enabling us to provide a better service with the same resources.”
Flybe is also using Hornbill’s solution to manage critical third party solutions including its reservations and telecoms systems. Detailed information is collected on faults logged that enables suppliers to resolve issues faster, and allows Flybe to manage its suppliers’ SLAs, claiming penalties where appropriate.
Interfaces with Flybe’s asset database enables the service desk team to resolve user queries faster, with details of software versions and hardware types to hand. The IT team is able to prioritise work as it logs calls to the service desk and to proactively manage repairs and remote site issues. A knowledgebase of known problems and fixes helps the team to link incidents and identify common problems, resolving queries faster.
Gerry Sweeney, CEO of Hornbill Systems commented, “Technology reliant organisations like Flybe must ensure that business operations run efficiently. Hornbill’s Supportworks ITSM provides the IT team with a management tool that enables them to track and resolve calls efficiently. It can help them to not only meet their service level agreements with their users, but also manage the service from third parties that are providing systems that support critical business functions. A centrally managed service desk enables the IT team to maximise their resources in a structured way, to deliver a responsive and effective service.”
NOTES TO EDITORS
• Flybe is Europe's largest and most successful regional airline with over 190 routes serving 13 countries, operating from a total of 66 departure points, 36 UK and 30 European airports
• Flybe is the number one UK domestic regional airline serving five times more domestic routes than any other airline
• Flybe is Air Transport World’s 2009 Regional Airline of the Year ; ranked number 1 in the Sunday Times 2008 Top Track 250; won the 2008 Regional Leadership Award at the Global Airline Strategy Awards; the ‘Special Merit for Commitment to the Environment’ award at the 2008 Budgie Awards and Flight International’s ‘Best Management Team 2007’ award
• Flybe is the largest scheduled airline at Birmingham, Exeter, Manchester, Norwich, Southampton, the Channel Islands, the Isle of Man and Belfast City
For more information, please visit: www.flybe.com
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.
Hornbill has earned many industry accolades including; Service Desk Institute “IT Service and Support Technology Supplier of the Year” for 2008, “Best Business use of Support Technology” with Sharp Electronics and “Support Excellence Award for Smaller Helpdesks” with Camelot in 2005.
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 http://www.hornbill.com/
For Company and editorial information contact:
Tel: 0208 582 8223
Tel: 01491 639500
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