Flybe Invests in 24/7 Systems Support to Boost Customer Service with Supportworks ITSM
April 7th, 2009 -- Leading low-cost airline supports business critical systems round the clock for over 3000 employees, using Hornbill's service management software.
Flybe ran a stringent procurement process in which they shortlisted solutions from Numara, Touchpaper (Avocent), Marval and Hornbill. Nathan Burden, Head of IT Services at Flybe said; "Flybe is ultimately reliant on technology and adopting ITIL and its proven best practice means we can provide a better service to our customers. Hornbill's solution stood out from its competitors. Its user friendly interface, ITIL compatibility and functionality were exactly what we were looking for in a service management system.
"Under our new twenty four hour support service, we need to assign, monitor and report on tasks in a structured way to support our IT team's shift patterns, both for repair and project work. Using Supportworks ITSM we can accurately record incidents, track assets and manage changes in an effective, standardised way, enabling us to provide a better service with the same resources."
Flybe is also using Hornbill's solution to manage critical third party solutions including its reservations and telecoms systems. Detailed information is collected on faults logged that enables suppliers to resolve issues faster, and allows Flybe to manage its suppliers' SLAs, claiming penalties where appropriate.
Interfaces with Flybe's asset database enables the service desk team to resolve user queries faster, with details of software versions and hardware types to hand. The IT team is able to prioritise work as it logs calls to the service desk and to proactively manage repairs and remote site issues. A knowledgebase of known problems and fixes helps the team to link incidents and identify common problems, resolving queries faster.
Gerry Sweeney, CEO of Hornbill Systems commented, "Technology reliant organisations like Flybe must ensure that business operations run efficiently. Hornbill's Supportworks ITSM provides the IT team with a management tool that enables them to track and resolve calls efficiently. It can help them to not only meet their service level agreements with their users, but also manage the service from third parties that are providing systems that support critical business functions. A centrally managed service desk enables the IT team to maximise their resources in a structured way, to deliver a responsive and effective service."
NOTES TO EDITORS
• Flybe is Europe's largest and most successful regional airline with over 190 routes serving 13 countries, operating from a total of 66 departure points, 36 UK and 30 European airports
• Flybe is the number one UK domestic regional airline serving five times more domestic routes than any other airline
• Flybe is Air Transport World's 2009 Regional Airline of the Year ; ranked number 1 in the Sunday Times 2008 Top Track 250; won the 2008 Regional Leadership Award at the Global Airline Strategy Awards; the 'Special Merit for Commitment to the Environment' award at the 2008 Budgie Awards and Flight International’s ‘Best Management Team 2007’ award
• Flybe is the largest scheduled airline at Birmingham, Exeter, Manchester, Norwich, Southampton, the Channel Islands, the Isle of Man and Belfast City
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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.
Supportworksapplications 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.