Hornbill Wins HDI Award for "Best Business Use of Support Technology"
May 4th, 2005 -- Hornbill Systems Limited has been awarded the 'Best Business Use of Support Technology' for the implementation of its Supportworks product at Sharp Electronics (UK) Ltd. The award was presented to Hornbill and Sharp at the prestigious HDI Help Desk & IT Support Excellence Awards at the stunning Natural History Museum on the 27th April 2005.
Twelve months on, Sharp’s Customer Information Centre had been completely transformed and as Paul Copley, Team Head at Sharp’s Customer Information Centre explains, "the system continues to meet and surpass our expectations."
Paul Copley explained: “Winning this award is a true recognition of the difference that Supportworks has made to our business. Our industry is very competitive and where margins are tight, customer service is the differentiating factor. Our investment in Supportworks has helped us transform our e-service and response to customers, enhancing our brand loyalty.”
Supportworks acts as the single interface to a multitude of critical business systems and has replaced a vast number of standalone databases that were once in use. All the information needed to process a support request is now held centrally within Supportworks, not in isolated pockets throughout the business. As a result, requests are processed more efficiently and the customer experience is greatly improved.
Customer support response times have been cut by 80%. Paul Copley commented, "After only nine months, analysis of the call statistics provided the financial justification to redeploy two members of staff to other areas of the business without any impact on call handling or efficiency. In isolation, this justifies the investment in the Hornbill system, but this was only the tip of the iceberg. Sharp has seen a real and tangible return on investment since deploying Supportworks."
The goals set by Sharp Customer Information Centre and IT teams have been realised, Supportworks acts as the single interface to a multitude of critical business systems and has replaced a number of standalone databases. All the information needed to process a support request is now held centrally within Supportworks. As a result, requests are processed more efficiently and the customer experience is greatly improved.
Speaking about Sharp’s emphasis on customer service Paul states, "In a customer service environment, you have to be able to provide service through a variety of different media. It’s okay to have a call centre to deal with customers by telephone, but what happens when your customer prefers to send an email at midnight? It's important that we provide service regardless of which medium the customer chooses to use, whether it by email, the web, telephone, fax or letter and I think that is the key to it; Supportworks underpins our customer service approach and gives us the ability to provide excellent service regardless of the media."
Gerry Sweeney, Managing Director of Hornbill Systems commented: “For any company an investment in IT has to make a real difference to the bottom line. Hornbill’s Supportworks provides information and systems that enable service desks to process customer requests – whether internal or external -efficiently and quickly. Improving efficiency, customer service and building brand loyalty are all important differentiators for business today. ”
Click Here to read the full Sharp Customer Success Story.
Hornbill's IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.
Supportworks applications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise. Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique 'Human Touch' features improve the service experience, putting people at the heart of the Service Desk.
Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.
Customers include: Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.
Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill's service management solutions please visit www.hornbill.com.