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- Hornbill's Supportworks Proves a Winner for Camelot Group
- Camelot Group, the operator of The National Lottery, is committed to raising money for Good Causes designated by Parliament. Camelot runs one of the most cost efficient lotteries in the world, using only 5 per cent of its total revenues in operating costs. Since Camelot depends so heavily upon its...
- Tags: Service Desk, Supportworks, Information Technology, Hornbill, IT Department, Strategy, It Services, Management
- Case studies
- Hornbill's Supportworks Flies Ahead of the Competition for RSPB
- Founded in 1889, the RSPB is the UK charity that exists to conserve wild birds and the environment. It is the largest wildlife conservation organisation in Europe with over one million members. From its initial stance against the trade in wild birds' To carry out active projects and to be...
- Tags: Supportworks, Information Technology, Hornbill, IT Department, Help Desk, Strategy, It Operations, Management
- Case studies
Additional Resources
- Customer Service Direct Ltd Selects Hornbill's Supportworks for Service, Support and Change Management Platform
- Hornbill Systems' Supportworks ESP was selected by Customer Service Direct Ltd CSD, a public, private partnership between BT, Suffolk County Council and Mid-Suffolk District Council, to provide an ITIL compliant Service Management Platform. Supportworks will be used by up to 180 staff in Customer Service Operations, Business Systems Operations and...
- Tags: Customer Service, Supportworks, Hornbill Systems, ITIL, Process Improvement, It Services, Change Management, Product Marketing, Customer Relationship Management (CRM), Quality, Business Operations, Tools & Techniques, Management, Marketing, Enterprise Software, Software
- Case studies
- A Learned Support Operation
- Staying at the cutting edge of information technology is vital for a successful educational institution such as the University of Exeter. With the helpdesk looking after the needs of 17,000 end-users, the time was recently deemed right to take an educational tour of the products available. Supportworks from Hornbill Systems...
- Tags: Supportworks, Help Desk, Call Centers, It Operations
- Case studies
- Atos Origin Delivers World Class IT and Helpdesk Support for the Olympic Games With Hornbill Systems
- To help the IT systems run as efficiently as possible at the Salt Lake City Games a problem management system was used. Any incidents arising could be dealt with as soon as possible. However the product used lacked flexibility, as it was originally configured for a corporate environment and was...
- Tags: Olympic Games, Supportworks, Information Technology, Atos, Problem Management, Hornbill Systems, Help Desk, It Operations
- Case studies
- West Suffolk Hospitals NHS Trust Streamlines Staff Helpdesk Support With Hornbill's Supportworks
- Hornbill Systems has supplied its Supportworks ESP Enterprise Support Platform to West Suffolk Hospitals NHS Trust. The Trust helpdesk provides support to 3,000 staff for all IT systems including the patient administration system, desktop applications and hardware, networking and other peripherals. The helpdesk logs approximately 1200 calls per month, an...
- Tags: Hospital, Supportworks, Hornbill Systems, Trust Helpdesk, Help Desk, Call Centers, It Operations
- Case studies
- Northumbria Healthcare Chooses Hornbill for Help Desk Support System
- Northumbria Healthcare Trust selected Supportworks service management software from Hornbill Systems for its IT Help Desk solution. The Trust is one of the largest geographical trusts in the country providing healthcare to over half a million people, stretching from Tyneside to the Scottish border and the Tyne Valley. Its central...
- Tags: Supportworks, Information Technology, Northumbria Healthcare, Trust, Help Desk, Strategy, It Operations, Management
- Case studies
- VFM Streamlines Specialist Insurance Claims Services With Hornbill's Supportworks
- VFM Services specialises in providing fraud management solutions to leading insurers using forensic psychology and conversation management to assess the level of risk within their claims. Hornbill Systems supplied an application based on its Supportworks ESP Enterprise Support Platform to automate the insurance claims management processes for VFM Services. The...
- Tags: Supportworks, Claim, VFM, VFM Services, Insurance, Financial Planning, Business Operations, Corporate Insurance, Finance
- Case studies
- Middlesbrough Primary Care Trust Expands IT Service Desk With Hornbill's Supportworks
- Hornbill Systems was selected to supply software for the new IT Services support desk for Middlesbrough Primary Care Trust. Hornbill's Supportworks has been installed and will support 1,800 staff covering all disciplines ranging from district nurses, clinical staff, doctors, specialists such as physiotherapists and general practice staff. Supportworks will enable...
- Tags: Supportworks, Information Technology, Hornbill Systems, Strategy, Help Desk, It Services, Management, It Operations
- Case studies
- Midas Group's IT Department Provides Gold Service Using Hornbill Supportworks
- Hornbill Systems supplied its Supportworks system to the Midas Group, independent providers of construction and property related services. The Midas IT team of just seven people provides frontline, remedial and proactive support for over 420 users across eight different locations, using Hornbill's Supportworks helpdesk management system. Midas chose Hornbill's Supportworks...
- Tags: Midas Inc., Supportworks, Information Technology, E-mail, Help Desk, Call Centers, Strategy, Databases, Online Communications, It Operations, Management, Enterprise Software, Software, Data Management
- Case studies
- Hornbill Systems Wins Two Top HDI Industry Awards With Customers Sharp Electronics and Camelot Group Plc
- Sharp Electronics, initially implemented Supportworks in its Customer Information Centre. All the information needed to process a support request is held centrally within the Supportworks database. It acts as the single interface to critical business systems and has replaced a number of standalone databases. Website and email enquiries are directed...
- Tags: Supportworks, Sharp Corp., Portals, Web Technology, Storage, Databases, Internet, Hardware, Enterprise Software, Software, Data Management
- Case studies
- The National Archives Achieves Customer Targets Set in the Freedom of Information Act With Hornbill's Supportworks
- Hornbill Systems supplied its Supportworks system to The National Archives, enabling the organisation to track and respond to customers' enquiries within the twenty day time limit set out in the 2000 Freedom of Information Act, which came into force in January 2005. The National Archives uses Supportworks to handle requests...
- Tags: Supportworks, Archive, Fax, E-mail, Team Management, Online Communications, Management
- Case studies
- Wragge & Co Selects Hornbill's Supportworks for Improved IT Helpdesk Productivity
- Hornbill Systems supplied its Supportworks IT Service Desk platform to top UK law firm Wragge & Co LLP. The IT Helpdesk, a team of 17 analysts and trainers, is responsible for supporting the firm's legal, desktop and network systems and is using Hornbill's solution to log and manage calls from...
- Tags: Supportworks, Information Technology, IT Department, Printers, Strategy, Hardware, Peripherals, Management
- Case studies
- Addleshaw Goddard Introduces New One Hour Call Resolution Targets Supported by Hornbill
- Hornbill Systems' Supportworks platform is being used by Addleshaw Goddard, one of the top legal firms in the UK, to underpin its latest initiative to provide excellent customer service. Addleshaw Goddard has cut its call resolution targets for its IT Support Service helpdesk from four hours to just one hour....
- Tags: Hour, Reduction, Hornbill Systems, Addleshaw Goddard, Help Desk, Call Centers, Litigation, Product Marketing, Customer Relationship Management (CRM), It Operations, Business Operations, Marketing, Enterprise Software, Software
- Case studies
- Halfords Choose Hornbill's Supportworks for Integrated IT, Customer and Business Support Applications
- Hornbill Systems, a leading supplier of IT Service and Customer Support solutions has been selected by Halfords to provide its Supportworks ESP platform. The Hornbill solution, which will replace two existing systems, was chosen after a vigorous tender and evaluation process. Supportworks was selected from a short list of four...
- Tags: Supportworks, Information Technology, Channel Management, Strategy, Marketing, Management
- Case studies
- VFM Selects Hornbill for Claims Management Solution
- VFM provides claims services for Insurance companies. Previously VFM had been using a basic CRM package to record claim details for its agents. With the increased volumes of calls, they needed a much more scaleable and robust system with more complex functionality. After evaluating several packages the VFM team selected...
- Tags: Team, VFM, Team Management, Service Level Management, Insurance, Real Estate, Management, It Operations, It service Management, Business Operations, Corporate Insurance
- Case studies
- Wragge & Co Solves a Problem Case With Supportworks From Hornbill
- Wragge & Co LLP Limited Liability Partnership is a major UK law firm offering a full range of legal services to clients worldwide, with a reported turnover of in excess of £88m in 2004-2005. It is the responsibility of the IT Support Services Department to ensure the smooth operation of...
- Tags: Supportworks, Help Desk, Call Centers, Litigation, Strategy, It Operations, Business Operations, Management
- Case studies
- Hornbill Supportworks Provides the Golden Touch for Midas Group
- Since its formation in 1976, the Midas Group has become one of the UK's fastest growing, independent providers of property solutions, offering a complete range of construction and property related services for every industry sector. Initially using an Access database to log and track calls, the IT team quickly found...
- Tags: Midas Inc., Supportworks, Information Technology, Midas Group IT Department, Strategy, Help Desk, Management, It Operations
- Case studies
- Hornbill Supportworks Is Top of the Class for Drew University
- Drew University, located in northern New Jersey, has an enrolment of approximately 1,900 students, the majority of whom live on campus. Over the years, the growth of a campus-wide computing network has significantly increased demands on Drew's IT support services. From initially simply tracking student computers taken in for repair,...
- Tags: Supportworks, Help Desk, Productivity, Call Centers, LANs, Networking, Wi-Fi, Wireless, It Operations
- Case studies
- Northumbria Healthcare Chooses Hornbill for Helpdesk Support System
- Northumbria Healthcare NHS Trust is one of the largest geographical trusts in the country providing healthcare to over half a million people. The National Programme aims to ensure that every individual's medical history is accessible at any of the NHS organisations throughout the UK. With such an initiative, having the...
- Tags: Northumbria Healthcare, Northumbria Healthcare NHS Trust, Help Desk, Call Centers, Business Services, It Operations
- Case studies
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At the Cleantech Forum in San Francisco, Todd Glass of Heller Ehrman moderates a discussion, among tech execs, on the various solar technologies making a difference in the green movement.
Designed specifically to address the concerns of senior IT managers at organizations with more than 100 employees, the Intel Premier IT Professional Program provides best practices via local and e-Seminars and a members-only Web site.
