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hornbill

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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
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

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
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

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
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
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
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
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
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
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
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
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
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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