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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
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
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
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
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

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

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Searching for the Perfect Product: Schering-Plough is a worldwide pharmaceutical company committed to discovering, developing and marketing new therapies and treatment programs that can improve people's health and save lives. Schering-Plough Avondale Company have always invested in technology to support their research and development programmes so their choice of IT helpdesk was a critical decision...; Tags: R&D, Schering-Plough Corp., Research & Development, Help Desk, Strategy, Business Operations, It Operations, Management; 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
Help Desk/Service Management Software: Hornbill: Anyone using Hornbill Supportworks for their Help Desk/Service Desk IT Service Management tool suite? If so, how has it performed? Did it meet your expectations? How was the development and implementation? How "out of the box" was it?How long did it take to implement/go-live?; Tags: dsnethen, e-mail, Help, help desk, Hornbill, Hornbill Supportworks, itil, itsm, service desk, software, support, user services; Discussion threads 2006-04-14
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
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
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
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
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
Helpdesk solutions continued: Last time, I was talking about the various helpdesksolutions that we are considering for our company, and I gave you an overview ofour findings on TouchPaper. Today, I'll tell you about the other two. I haveused Hornbill Supportworks in aprevious company; the interface is nice and the process of logging...; Tags: help desk, TopDesk; Blog posts 2005-12-12
Helpdesk solutions continued: Last time, I was talking about the various helpdesksolutions that were considering for our company, and I gave you an overview ofour findings on TouchPaper. Today, I'll tell you about the other two. I haveused Hornbill Supportworks in aprevious company; the interface is nice and the process of logging and...; Tags: help desk, TopDesk; Blog posts 2005-12-12
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
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
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

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