TFB, part of the Tikit Group PLC and an independent supplier of quality IT solutions and services to the legal profession in the UK, has selected Hornbill's Supportworks, the service management solution for its IT service desk. Since implementing Supportworks, the TFB service desk of 13 staff has been able to provide a more efficient support service to customers in over 550 legal practices, located in the UK, Ireland and New Zealand.

TFB selected Hornbill's solution for its functionality, having evaluated three other competitive products which included Marval, Heat and MetaStorm. A key feature that the Support team required was the ability for customers to log calls by email, phone and via the customer self-service portal. The escalation feature was also important to enable the team to monitor when a query is logged, to ensure that it met its guaranteed response time as part of its Service Level Agreements.

"We knew that we wanted a service desk tool that could help us meet our customer support objectives, to continue to service customers effectively both now, and in the future. We did not specifically want to go down the ITIL route if it didn't match our requirements. Hornbill's Supportworks exactly matched our needs as it provided a fully functional system with a choice of whether we adopted ITIL on not. We liked the fact that we had that choice," said Miles Osborne, Support Manager at TFB.

"Hornbill was very responsive throughout. They managed to answer all our questions – and quickly. Of all the products that we evaluated, Hornbill's exceeded our expectations."

TFB has populated Supportworks' database with its customer details, so that a customer's contract details are displayed when the call is logged. This enables the support team to quickly identify the type of support contract and the level of response required. The company is also using the reporting functionality within Supportworks to analyse call data and prioritise workloads.

Gerry Sweeney, CEO of Hornbill Systems commented, "Companies like TFB have built up a reputation in their marketplace for providing high quality, niche applications. The success of such software providers relies also upon the continued investment in the service and after sales care that they provide. Hornbill's Supportworks has been designed to provide a centralised service desk management system to assist such companies deliver responsive, efficient customer support."

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NOTES TO EDITORS
About TFB
TFB is part of the Tikit Group PLC and is an independent supplier of quality IT solutions and services to the legal profession in the UK. TFB has been designing, supplying and maintaining advanced IT systems to the legal profession for over 30 years. All of TFB's solutions are designed using the latest technologies. The company has a loyal customer base of 550 clients.

TFB's market strength is accredited to its flagship case and practice management system, Partner for Windows and the versatility of its design which can be tailored to each individual firm's requirements whether large or small. This, combined with the company's dedication to customer care and range of additional products that feature in the Partner Program, sets TFB apart from other suppliers.

For more information, please visit: www.tfbplc.co.uk