supportworks

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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

West Suffolk Hospitals NHS Trust Increases Helpdesk Efficiency With Supportworks From Hornbill

The West Suffolk Hospitals NHS Trust provides acute health services in West Suffolk. In 2003, the Trust selected Hornbill's Supportworks for its expanding IT helpdesk operation. The Trust's old MS Access based application was no longer suitable for the purpose. Since installing Supportworks the IT Department Support Team has expanded...

Tags: Hospital, Supportworks, West Suffolk Hospitals NHS Trust, 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

Sharp Streamlines Customer and IT Service Desk With Supportworks From Hornbill

In the competitive world of consumer electronics, where products are very similar and margins are slim, after sales service is one of the few differentiators. Determined to retain its competitive advantage, Sharp Electronics needed to invest in its customer service infrastructure to deliver a better quality of service to its...

Tags: Customer Service, Supportworks, Information Technology, Sharp Corp., Sales Strategy, Product Marketing, Customer Relationship Management (CRM), Sales Force Management, Sales, Marketing, Enterprise Software, Software

Case studies

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

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

Sharp Cut Customer Support Response Times Dramatically With Hornbill's Supportworks

Sharp cut customer support response times by 50% and redeployed two staff as a result of installing Supportworks at its Customer Information Centre in Manchester. Supportworks, which has also been implemented in the company's IT department to support the staff IT help desk, has provided integration with other desktop applications...

Tags: Supportworks, Sharp Corp., Hornbill Systems, Help Desk, Web Technology, Portals, Call Centers, Desktops, Strategy, It Operations, Internet, Hardware, Management

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

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

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

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

Addleshaw Goddard Supports Expansion With Hornbill's Supportworks

One of the top legal firms in the UK, Addleshaw Goddard delivers client services through four divisions located in three offices in London, Leeds and Manchester. By ensuring that fee-earning staff and partners are able to do their jobs to the very best of their ability, with as little distraction...

Tags: Supportworks, Help Desk, Call Centers, Business Structures, It Operations, Finance

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

Basilica Provides World-Class IT Support Service to Regus With Hornbill's Supportworks

Basilica Computing is a service focused solutions provider specialising in HP, IBM, Oracle and Microsoft infrastructure technologies. Looking after these customers well is one of the key elements that keeps Regus in its market leading position. To do this, Regus staff need a solid and robust IT infrastructure, and when...

Tags: Supportworks, Service, Basilica, Regus, Basilica Computing, Help Desk, Call Centers, ITIL, Process Improvement, It Operations, It Services, Quality, Business Operations

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