Hornbill’s Supportworks enterprise service management solution, appears in the Help Desk Institute’s UK help desk software vendor report, “The Customer Experience”, for the first time in 2004, and is already listed amongst the top vendors. Hornbill came third or fourth in most categories, scoring best in Overall Customer Satisfaction.

In its Technology Audit of Supportworks, Butler Group found that “the balance achieved between ease of implementation and the richness and customisation afforded makes this an exceptionally well-engineered solution”.
Commenting on the customisation attributes of Supportworks the report goes on to say, “The ability to make interface changes does not need the system to be taken down for them to be applied, making this a highly dynamic, adaptable solution.” The report concludes, “Hornbill’s market opportunities are widening and it is beginning to challenge the main players in this market, in all but the largest of implementations.”

Both sets of analysts noted that Hornbill’s financial stability and the fact that it is in a growth phase, while many of the other vendors in this sector are downsizing.

Gerry Sweeney, managing director at Hornbill commented, “Our inclusion in the top tier of vendors in the HDI report is an achievement – this is the first year that Hornbill has appeared in this report. This is also the first time that we have undertaken any kind of independent review of our solution. Again we are pleased with the resulting comments. Both sets of analysts were encouraging and felt that Hornbill was about to break through to challenge the very top suppliers. This year we have set up a dedicated customer account management team, extended our support services and introduced more stringent processes for product development, quality assurance and solution delivery. We believe these initiatives will have a marked effect on the quality of our products and services, and our ability to compete for the top position next year.”

For a copy of HDI’s report, “The Customer Experience” or Butler Group’s Technology Audit on Hornbill Systems, please contact Andreina West, PR Artistry Ltd, 01491 636191.