Lex IT Team Revs up Helpdesk Support with Hornbill's Supportworks

.: Acorn Networks :. Leading UK contract hire, purchase and fleet leasing company invests in IT solution to support staff and users of its IT systems across its nationwide offices, garages and dealerships
Hornbill Systems, a leading provider of IT support and service management solutions, has supplied its Supportworks service management system to Lex. Over 55 staff in the IT helpdesk team at Lex use Supportworks to log, track and monitor calls from over 1000 internal employees and 300 external system users across its nationwide offices and suppliers. Lex selected Hornbill’s solution for its ‘out of the box’ functionality, ease of use and intuitive look and feel. Since implementing the solution, the IT team at Lex uses Supportworks to monitor SLAs and has improved its customer service.
The IT team provides a central point of contact for all IT support calls on the network infrastructure and applications across the Lex business. This includes all employees and staff across garages and dealerships for car contract hire and purchase and UK Fleet Lease Management.
The IT team selected Supportworks to replace its existing helpdesk system, following extensive research of market offerings. The web self-service feature is a key feature for Lex, in order that helpdesk customers can log calls on the web and track progress for themselves. They are also able to add comments or request updates, which are the sent as alerts to the helpdesk analyst that has been allocated the call.
Using the built-in workflow processes in Supportworks has enabled the IT team to streamline and formalise some of its routines and improve its service. Since implementing Supportworks the IT team has been able to monitor adherence to Service Level Agreements, which they were previously unable to do. Using information gathered from Supportworks, the IT team plans to further refine its SLAs.
Following the successful adoption of Supportworks by the IT team, the facilities team is also using the call logging and tracking features for requests for equipment and services.
According to Phil Speake, Technical Support Manager: “Hornbill’s solution had the look and feel and functionality that we wanted – it offers 95% of the functionality that we need out of the box. Everything was there without requiring a lot of redevelopment.”
“Since using Supportworks, automating our processes has really saved us time and reduced mistakes,” said Speake. “Not only are we working more efficiently, it has improved our ability to service end users. The success of the system is that it has given us the ability to grow and take more calls with the same number of people. We can do more, better.”
Gerry Sweeney, Managing Director at Hornbill Systems commented, “The helpdesk environment is reactive and fast moving by its very nature. It is important that any tools employed should be intuitive, easy to use and automate as many processes as possible. We have designed Supportworks to meet these goals – as an application its aim should be to facilitate and improve the working processes in the helpdesk environment. Not only do end users benefit from improved service delivery, the helpdesk analysts can utilise the tool to monitor performance and adopt a more proactive approach.”