HORNBILL'S LATEST SUPPORTWORKS V7.2 RESPONDS TO CUSTOMER DEMAND MAKING SUPPORTWORKS MORE PRODUCTIVE AND EASIER TO USE THAN EVER
August 11th, 2006 -- Hornbill Systems, the provider of leading service management solutions, has announced the latest release, version 7.2, of its Supportworks ESP (Enterprise Support Platform).
Within Version 7.2, the way in which email messages are routed to mailboxes and/or folders within the Supportworks system is now a highly configurable rules-based system. For service desks that have a large number of mailboxes and users, the manual routing of email between folders, users, groups and teams can be very time consuming. Administrators can now set up rules to do most of this fully automatically. Not only can mails be routed to specific mailboxes but further rules can be applied to have the system perform actions automatically in response to emails received, acting on the content to drive the rules. For example, logging a new ticket, updating the database or sending any automatic response from a pre-configured set of context rich formatted email templates is now all possible with relatively minor configuration. Automating these processes reflects the trend in many large organisations for people to communicate using email, and provides a framework to fully automate many typical email requests from customers.
The new ‘watched’ calls facility within Supportworks is useful for supervisors and managers who need to review specific items from particular customers. A tab can be created “My Watched Calls”, enabling you to mark a ticket so you can keep an eye and be informed on its progress throughout the lifecycle of the ticket.
Enhancements have also been made to make the VPM and Visual Process Management Engine (VPME) even easier to use for the system administrator. The VPM was introduced with the earlier version 7.0 to provide a graphical way of defining functional business processes without having to write code or script. This approach meets one of the basic concepts of ITIL, enabling users to more easily automate and manage operational business and processes.
Gerry Sweeney, of Hornbill Systems “From the very early days Hornbill’s founding principles remain true – to provide the very best product in its specialist area that is sympathetic to the user.”
“Hornbill’s approach is to maintain a focus on what the customer needs throughout its product development activities, the user experience is key to everything we do. By listening to our customers and incorporating their feedback into our development process, Hornbill continues to deliver what our customers are looking for. I am particularly proud of the technical and QA teams behind the Supportworks solution. Apart from the new enhancements, a very notable feature of this recent release has been the relentless drive on improvement in product quality; Supportworks is rapidly becoming a very special product”
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.