Burrows Reaps Efficiency Gains With Hornbill's Supportworks Essentials
January 15th, 2009 -- Publishing and marketing services specialist improves IT support and sees return on investment with Hornbill helpdesk software.
According to Jeremy Vince, IT Manager at Burrows; "Prior to implementing Supportworks Essentials we had a centralised helpdesk facility that was provided by our parent organisation. However, as our business systems are quite specialized, we found that the central service desk could not handle our users' specific queries, passing them back to us, and taking longer in the process. So it became necessary for us to take control of support calls from the initial submission and without a suitable helpdesk solution this would have not been possible."
"Hornbill's system provided us with the exact amount of functionality that we required and it represented excellent value for money over competitive solutions."
The IT team logs and tracks all calls using Supportworks Essentials and has improved its customer satisfaction as a result. Issues are resolved much faster directly by the team rather than being passed on by the group service desk.
Since implementing Supportworks Essentials, the IT team has been more proactive. Reports from the system help to identify patterns and trends in user demand and issues, which enable the team to put pre-emptive measures in place. The team has also customised Supportworks Essentials to meet the specific needs of the Facilities department.
Burrows has not only gained efficiencies in the support team, it also expects its investment in Hornbill's system to pay for itself over the next year, replacing the previous costs of subscribing to the group service desk solution.
Gerry Sweeney, CEO of Hornbill Systems commented, "Companies like Burrows need to focus on their core business and rely upon their computing systems to support the operations. By investing in a system like Hornbill’s Supportworks Essentials they can reap the benefits of a more effective support team that can service IT users and work proactively. Supportworks Essentials provides the functionality to do this and to extend the disciplines to other departments, really helping to maximize the IT investment."
NOTES TO EDITORS
Burrows (Allan Burrows Ltd), part of WPP, is a market leader in the design and delivery of publishing and marketing services to major organisations throughout the United Kingdom, Europe and beyond.
Burrows have developed a comprehensive service offering to bring ideas to life, from marketing and communications strategy, through original and fresh creative, to efficient and accurate print and digital production services. They have created sophisticated tools to support their clients, including online translation, localisation and approval workflows for pan-European collaterals and advertising, and pixel-perfect computer-generated imagery, animations and film. Their vehicle configurator for Ford is class leading.
All of their services, however, are backed up with two simple words… 'can do'.
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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.