Progressive Building Society's IT Team Improves Efficiencies with Hornbill's Supportworks Essentials
November 11th, 2008 -- 'Progressive' IT team looks to the future with easy integration and built in functionality of Hornbill's solution.
According to Julian Cigognini, IT Support Analyst at Progressive Building Society; "Our existing system had only very basic functionality, so we knew when we started to evaluate other products what we required. We looked at several options, but Hornbill's Supportworks Essentials matched our requirements for functionality, scalability and an easy to use interface. We have several large projects coming online in the future and know that Hornbill's solution will be scalable to enable us to integrate these."
"The other systems were modular based – and so also was the pricing. What we liked about Hornbill's solution was that it was a complete system at one price, with no complex add-ons and extra licensing issues," he added.
The IT team comprises eight people in total - four dedicated to front line support and four to second line. All of the team use Hornbill's system to log calls, with the built in notification and escalation features enabling all logged calls to be tracked effectively.
The integration with Hornbill's Assetworks was also a key factor in the final decision. The company wanted to use an asset discovery tool to complement existing auditing software and enhance its capacity to collect and report on both hardware and licensing information. Future projects include the potential for other departments within the organisation – Mortgage and Investment sections – also using the system to provide a common help desk platform for their business functions.
Since implementing the system, the team has made customisations, tailoring some of the screens to improve the display of data, making it easier and faster to view. Workflows have also been tweaked to support their working practices.
Gerry Sweeney, CEO of Hornbill Systems commented, "Both the IT and Financial Services are dynamic industries. A service desk system must provide the functionality that supports the business needs today, while being able to be easily integrated with new systems as they are required. We have designed Supportworks Essentials to be quickly adopted to provide the features for an operational help desk today, yet scalable to meet future needs."
NOTES TO EDITORS
About Progressive Building Society
Progressive Building Society is an integral part of the life of Northern Ireland despite its humble origins. Born out of the merger of 5 tiny societies it first opened its doors under the "Progressive" name in 1914.
Today the organisation has grown to become one of the "Top 20" building societies in the United Kingdom with assets nearing £1.5 billion. Progressive continues to build its reputation for the finest quality of service mainly by word of mouth through the recommendations of its Members. Progressive remains dedicated to its aim of sharing profit by the application of beneficial interest rates that reward its Members for their loyalty and association. The company has over 150 staff, 11 branches and around 60 agencies throughout Northern Ireland.
For more information, please visit: www.theprogressive.com
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.