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.
Susan LeeAddleshaw Goddard
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.
Hazel HealyWragge & Co
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
Neil KellarCamelot Group plc
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.
Chris RobsonMcDonald's Restaurants
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.
Chris RobsonMcDonald's Restaurants
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.
Nik ThompsonHalfords
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.
Susan RobertsonAccenture Aberdeen
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
Alison MackinnonScottish Environmental Protection Agency
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.
Stephanie RoddieCamelot Group plc
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.
Monica BhudiaVirgin MediaTelevision
When we compared price against functionality, Hornbill obtained the highest value-for-money score in terms of cost against functionality scoring.
David CuttingWaveney District Council
Winning this prestigious award is a true recognition of the difference that Supportworks technology has made to our business.
Paul CopleySharp Electronics
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%.
Paul CopleySharp Electronics
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.
David JamiesonNorthumbria Healthcare
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.
Peter DrageBuckinghamshire Hospitals NHS Trust
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.
Paul CopleySharp Electronics
