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

The system also allows us to proactively monitor individual calls so that the correct escalation procedures can be invoked prior to any call failing its service targets. Alerts are also used to provide information to team members about the caller - in the past it was very difficult to get this information to the team in a timely manner - now the information appears as a simple pop-up making the whole process far more efficient.

The transition to Hornbill was very smooth. The Hornbill team working with us were extremely professional and always on hand when we needed them.

We anticipate extending our usage of the system in the future and have already rolled Supportworks out to our Parts Centre and Reprographics Systems department.

We are impressed with the ability to customise and add additional screens and data to the system, which compared to some of the competition, is much more flexible and allows the database design to remain efficient.

We are very pleased with our choice of product, where we seem to have gained an enterprise product for more of small system price.

We have already identified a couple of other areas, Transport and HR that are interested in using Supportworks.

We have been using Hornbill's Supportworks for over two years to support Regus, so it was the natural choice when we decided to extend our services to some of our other customers.

We have logged 50,000 calls since implementation a year ago, which is excellent. Supportworks has enabled us to manage those calls effectively. The next step is to move to web self-service - that will really take our customer service to the next level.

We liked the look and feel of the Hornbill software - the front end is very similar to Outlook 2003, which our staff are used to and it makes it quick and easy to learn and use.

We now have three service desks using Supportworks. The first one was the IT support desk, which services our office IT requirements within the business. The second was the Accounts helpdesk, which supports the 1,200 restaurants in the UK and the third helpdesk we have introduced using Supportworks is the Equipment service desk, which is used to support our stores.

We wanted a central solution that would provide not only IT support but could be configured to provide customer service support too. Hornbill seemed to be one of the few companies that offered this flexibility.

We were keen to work with Hornbill to develop an FOI solution because SEPA uses Supportworks in several different areas of the organisation, so we knew that the solution would be robust and suitable for our purposes

What we really like about Supportworks is that it helps us to provide a better service to our customers, and it is easy to manage. The systems administration is straightforward and we are able to make minor customisations, like screen layouts, ourselves without the aid of specialist developers.

Winning this prestigious award is a true recognition of the difference that Supportworks technology has made to our business.

With the new Programme for IT in the NHS, the North of Tyne area put forward that they needed a Help Desk to support their organisation. Having recently implemented Supportworks we raised our hand and said that we have the software, solutions and processes in place to provide that service.

Within Sharp two main functions use Supportworks; the IT department, which is responsible for the IT infrastructure and also the Customer Information Centre, my department, which is responsible for the interface with our customers, and all correspondence that comes in by email, via the Web, the telephone and also by letter and fax.