Hornbill Help Desk, ITIL & IT Service Management (ITSM) software, Service Desk systems

Supportworks has helped us to better assess training and documentation needs for staff and partners, and most importantly of all, it has enabled us to take the daunting step of cutting our call resolution times from four hours to just one hour.

Supportworks gained the highest functionality score in the evaluation process and impressed everyone involved with the project

Supportworks has made a positive difference to the way our helpdesk operates. It was up-and-running very quickly and is simple to use so we didn't have to spend lots of time and resources at the implementation stage. Importantly it has helped to make the service even more efficient than before, which benefits our staff and ultimately our most important customers, our residents.

The application functionality in Supportworks is comprehensive, giving the Trust everything that we needed. In particular, we were keen to have integrated email capabilities and web technology so that we could give access to users and customers via the Trust intranet.

The company, like its staff and technical support has been friendly, flexible and understanding. Hornbill also provided us with knowledge and assistance, as we investigated Electronic Service Delivery. The flexibility of business process design within Supportworks allowed us to consider the use of the solution in a CRM context for our ESD project.

The product has fulfilled our requirements on functionality and there are still elements we haven't explored.

The reasons that we selected Hornbill originally still stand today. The SLA (Service Level Agreement) tools and the reporting and analysis features are critical if we are to meet our new targets.

The sales team did a wonderful job - they know the product well. From the initial meetings through to post implementation support we have been impressed by their level of passion, enthusiasm and knowledge of the product.

The transition to Hornbill's Supportworks was very smooth. The functionality within Supportworks has more than met our expectations - we handle over 300 calls daily of which 80% are resolved by first line staff, thanks to the systems we now have in place.

The way we profile calls means that it is quick and easy to search for calls, and to analyse them. This enables me to spot any potential problem areas and take remedial action before the situation gets out of hand.

We are committed to delivering innovations that provide quality, control, flexibility and cost reduction, using Supportworks assists us with delivering this commitment.

We are now able to monitor calls better, we can see exactly who is handling which calls and when. Supportworks has enabled us to better utilise people's time because we can allocate calls quicker and to the right people, in the right team, at the right time.

We assumed Hornbill's solution would be prohibitively expensive however this was not the case.

We have been easily able to customise the package to meet our diverse requirements and most importantly, we have been able to link the software with our existing databases and technology in line with our vision of an integrated computing environment.

We have been using Hornbill's Supportworks now for three years, and it has made a huge impact on the IT department's ability to support the business.

We installed Supportworks in 2002, and since then it has formed the backbone of our Helpdesk and Support service. As a result of a merger with another firm last year we had two helpdesk systems, however, we chose Supportworks because it is so easy to use, and provides all the functionality we need to manage our helpdesk environment.

We needed to implement a scalable, flexible toolset, which will enable us to deliver proactive service management to our business. Supportworks gives us the flexibility and ease of use we were looking for, coupled with the extensive integration capability that is available with the solution

We now have three, and are about to have four service desks working through Supportworks and the obvious benefit of that is the economies of scale. Ultimately, we can have one operative able to work three or four support desks and as you'd appreciate, there are efficiencies with that.

We were looking for a tool to support the F&A helpdesk function throughout the organisation. A template was created and the Supportworks tool is now being used in the Accenture Delivery Centres in Bangalore, Houston, Shanghai and Prague - the list is still extending.

We're absolutely thrilled to win - in five years we've gone from setting up a Service Desk team to being recognised as one of the best in the industry. We've worked very hard to listen to what out customers want and to deliver a service which meets their needs and the needs of the business.

When we compared price against functionality, Hornbill obtained the highest value-for-money score in terms of cost against functionality scoring.

Winning this award acknowledges Sharp Electronics' commitment to improving customer service as exemplified by our investment in Supportworks that has helped us to transform our e-service and customer support, increasing customer satisfaction by 20%.

With the introduction of the Care Records system as part of the NHS National Programme for IT, and the need to be following ITIL 'Best Practice', we needed to find a service desk system that enables us to handle incidents and service requests, as well as manage the capacity and availability of our IT infrastructure efficiently.