With Numara Track-It!, East Dorset District Council has decreased its help desk call backlog by up to 15 percent and responds to support requests at 20 percent faster rate
Reading, UK, 6 May 2010: Numara® Software, Inc., global leaders in service desk and asset management solutions, announced today that East Dorset District Council has substantially improved its call lifecycle and response rates - thanks to Numara Software’s help desk solution, Numara® Track-It!®
On average, the IT team receives between 120-170 support requests per week., but it was previously unable to respond to and resolve them effectively. Since implementing Numara Track-It!, East Dorset District Council has been able to reduce the help desk call backlog by up to 15 percent and respond to support requests 20 percent faster. Communication in the IT department has significantly improved.
East Dorset District Council has approximately 400 employees working across multiple sites and the IT team looks after approximately 50 servers and supports around 300 workstations. The council needed a simple, adaptable and effective help desk system that would manage support requests from internal staff. Numara Track-It! was chosen as the ideal solution, because it was straightforward to use and fit for purpose in terms of scalability, flexibility and price.
Eugene Potter, IT Operations Manager at East Dorset District Council says Numara Track-It! was primarily chosen on the overall strength of the product in relation to the council’s needs.
“We chose Numara Track-It!, because it suited the needs of a ‘local council’ perfectly. From a technical point of view, we chose it because it is very modular and we could decide which components we wanted to adopt right from the beginning of the process. We also liked the fact that Numara Track-It! had a high level of user participation. The easy-to-use software provides our staff with the ability to log their own service calls and participate throughout the entire process. This total visibility of the process is very important to them and helps with user satisfaction.”
She also stated, “the initial installation was very simple. The service and training we received from Numara Software was excellent. We’ve always had strong support from Numara Software who are keen to ensure that we run a cost effective help desk and that Numara Track-It! is customised to our needs successfully.”
East Dorset District Council is using the latest version, Numara Track-It! 9.0, and Eugene Potter says he’s been very happy with the way the product has helped the IT team.
“Numara Track-It! has helped improve the way we deal with the call life cycle and gives the end user multiple ways to raise an incident request. It has given us a structured way to allocate work and our ability to respond to support requests has improved significantly due to auto-notifications, self-service and the ease of prioritisation with Numara Track-It! I would say that we are now able to respond to requests approximately 20 percent faster and it’s also meant that we’ve decreased our service backlog by between 10-15 percent.”
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About Numara Software, Inc.
With more than 55,000 customer sites worldwide, Numara Software is a global leader in delivering practical, flexible solutions that allow IT organisations to improve service to their end-users. Our integrated IT service management and IT asset management software platforms enable organisations to efficiently automate a wide variety of IT related tasks and processes using interoperable solutions from a single, proven vendor. Widely known for our dedicated focus on ease of use and affordability for our customers, our IT solutions deliver fast time-to-value, increased control, and reduced risk for small businesses to large companies. For more information, visit: www.numarasoftware.com
For further information:
C8 Consulting Ltd for Numara Software
+44 (0) 77 888 66 946 / +44 (0) 118 9001134
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