BrightHouse Makes Light of Efficient I.T Service Desk Using Hornbill's Supportworks
July 23rd, 2008 -- Fast growing nationwide retailer of home appliances and furniture invests in service management software to support business expansion plans.
BrightHouse selected Hornbill's solution for its easy to use screens and ability to integrate with the existing server infrastructure. Supportworks ITSM will enable the company to streamline process change and adopt new ITIL working practices.
According to Neil Langridge, Service Delivery Manager at BrightHouse; "Hornbill's Supportworks ITSM provides the ideal business solution for us. It has the functionality that we need to support users – initially used by the IT service desk and then rolling it out to support other service functions in the business".
Langridge continued: "We knew that we wanted to go down the ITIL route with our working processes and Hornbill's solution enables us to do exactly that. Its user friendly screens and reporting capability enables us to manage workloads and calls and provide a much more efficient service."
Supportworks ITSM will be used by the first line IT service desk to log and track all incoming calls. Both second and third line IT staff will also log onto the solution, replacing the current web-based system. BrightHouse plans a phased roll out of Supportworks ITSM to all stores, following a training programme across the regions.
Gerry Sweeney, CEO of Hornbill Systems commented, "Hornbill's Supportworks ITSM enables companies like BrightHouse to quickly reap the benefits of a more efficient support service. It is an ideal way to introduce smarter working practices using ITIL methodology. Supportworks' automated processes and user friendly screens enable both staff to provide a more 'human service' and for it to be adopted by other service support functions in the business with minimal training overhead. The efficiencies gained provide an excellent return on investment."
NOTES TO EDITORS
BrightHouse is a national retail chain specialising in the sale of home electronic and domestic appliances, household furniture and related products, primarily on a 'rent to own' affordable weekly payment basis. BrightHouse is a major employer in the local communities where its 159 stores are located.
BrightHouse has also recently been accredited with a Corporate membership of the Plain English Campaign. The Plain English Society is the issuing body for the Crystal Mark, which has become widely recognised as a guarantee that the document has been written as clearly as possible.
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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.