Hornbill Service Management is proud to announce that analytics specialist IDBS, a Hornbill customer, won the Small Team of the Year at the prestigious IT Service Excellence Awards, held at the annual Service Desk Institute Conference on June 19th, 2012.
The SDI awards recognise achievements in IT Service Management over the past year, from individuals who have excelled at their tasks to teams who have delivered far beyond expectation to vendors who have helped drive the industry in a new direction. Hornbill customers featured highly in award categories, with Angela Wint of London Borough of Merton council and Jean Gamester of Buckinghamshire County Council shortlisted as finalists in the IT Service Professional of the Year category. There were double celebrations on the night, with Hornbill winning the IT Service Supplier of the Year and IDBS winning the Small Team of the Year award.
When explaining why IDBS were chosen as the Small Team winners, Howard Kendall, Chairman of SDI said: "There were three very different teams, with varying approaches to delivering first and second level support to their customer base. Excellent strengths were in evidence from all three teams, including varying use of staff skills and experience. The customer's satisfaction of the service being delivered by the team is at the heart of an award such as this, along with a team spirit and a management focus on motivation, pride and service-centric ethics. With this in mind we selected a very worthy winner in IDBS."
Significant growth of the organisation to 40,000 users meant that the IDBS support team had to make more efficient use of resources while maintaining the best possible service. IDBS implemented self-service and knowledge base features from Hornbill to allow customers to help themselves, allowing the support team to concentrate on the most critical issues. The service proved so popular that requests processed through self-service now exceeds the number of requests handled by the support team. Customer satisfaction continues to increase and the number of support calls has doubled, without needing to add resources to the team.
Commenting on the award, Frank McIlroy, CEO of Hornbill Service Management said; "IDBS is a shining example of what's possible when you combine the right technology and processes with people that understand customer needs. This award recognises their hard work, dedication and passion for delivering great customer service and we're honoured to call them a customer."
"Winning the SDI IT Excellence Award for Small Team of the Year Award is a fantastic achievement for the Team and IDBS," said Adam Paton, Customer Support Manager at IDBS. "Knowing that the great progress we have made, the tools that we have implemented and improvements made whilst always concentrating on our customers, has been recognised by a leading awards body outside of our organisation is extremely gratifying. Hard work and a great and dedicated team definitely lead to great things!"
IDBS is a global provider of innovative enterprise data management, analytics and modeling solutions.
The company's uniquely sophisticated platform technologies are used by more than 200 pharmaceutical companies, major healthcare providers, global leaders in academic study, and high tech companies to increase efficiency, reduce costs and improve the productivity of industrial R&D and clinical research.