LEX VEHICLE LEASING IT TEAM REVS UP HELPDESK SUPPORT WITH HORNBILL'S SUPPORTWORKS
December 6th, 2006 -- Leading UK contract hire, purchase and fleet leasing company invests in IT solution to support staff and users of its IT systems across its nationwide offices, garages and dealerships.
The IT team provides a central point of contact for all IT support calls on the network infrastructure and applications across the Lex Vehicle Leasing business. This includes all employees and staff across garages and dealerships for car contract hire and purchase and UK Fleet Lease Management.
The IT team selected Supportworks to replace its existing helpdesk system, following extensive research of market offerings. The web self-service feature is a key feature for Lex, in order that helpdesk customers can log calls on the web and track progress for themselves. They are also able to add comments or request updates, which are the sent as alerts to the helpdesk analyst that who has been allocated the call.
Using the built-in workflow processes in Supportworks has enabled the IT team to streamline and formalise some of its routines and improve its service. Since implementing Supportworks the IT team has been able to monitor adherence to Service Level Agreements, which they were previously unable to do. Using information gathered from Supportworks, the IT team plans to further refine its SLAs.
Following the successful adoption of Supportworks by the IT team, the facilities team is also using the call logging and tracking features for requests for equipment and services.
According to Phil Speake, Technical Support Manager: “Hornbill’s solution had the look and feel and functionality that we wanted – it offers 95% of the functionality that we need out of the box. Everything was there without requiring a lot of redevelopment.”
“Since using Supportworks, automating our processes has really saved us time and reduced mistakes,” said Speake. “Not only are we working more efficiently, it has improved our ability to service end users. The success of the system is that it has given us the ability to grow and take more calls with the same number of people. We can do more, better.”
Gerry Sweeney, Managing Director at Hornbill Systems commented, “The helpdesk environment is reactive and fast moving by its very nature. It is important that any tools employed should be intuitive, easy to use and automate as many processes as possible. We have designed Supportworks to meet these goals – as an application its aim should be to facilitate and improve the working processes in the helpdesk environment. Not only do end users benefit from improved service delivery, the helpdesk analysts can utilise the tool to monitor performance and adopt a more proactive approach.”
NOTES TO EDITORS
About Lex Vehicle Leasing
Lex Vehicle Leasing is a joint venture between HBOS and RAC, an AVIVA company, it owns a fleet of over 178,000 cars and vans.
Lex has a motoring heritage dating back to 1928. Today over 20,000 businesses across the UK, including two thirds of the FT-SE 100 companies, trust it to provide motoring and vehicle services. The company is the UK's largest contract hire provider of company cars and vans.
For more information, please visit: www.lvl.co.uk
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.