Following the latest acquisition of the Legoland Theme Parks, the Group selected Hornbill for its ability to provide a central helpdesk function to log, track and prioritise calls from users across its sites, as well as for the web self-service option. Since implementing Supportworks earlier this year the IT team claims that it is able to provide a more efficient customer service.

Hornbill’s solution was selected from three competitive products for its ease of use and functionality that could match the company’s specific requirements. In particular, the ability for the helpdesk staff to use the system remotely to support its worldwide operations and to be customised to suit local requirements. All helpdesk analysts, whatever their location, are linked by Merlin’s Virtual Private Network (VPN) and use Supportworks to provide round the clock support to IT users located at any of the theme parks.

Since implementing the system across the system, the UK operation has also gone live with the web self-service module which enables staff to log and track the progress of their calls via the company intranet. This has been well received and has proved popular with staff. Using reports generated from Supportworks the IT team has also been able to identify trends and recommend user training. The report data on calls answered and resolved is also being used as a way of measuring and awarding performance bonuses to the helpdesk staff.

Paul Sylvester, Group IT Infrastructure and Security Manager at Merlin Entertainments commented: “Since we implemented Hornbill’s Supportworks it has been much easier for customers to log support calls. Supportworks enables us to track and log calls centrally, yet provide local country support to users. It has provided us with a much more efficient way of working which in turn benefits our customers.”

Gerry Sweeney, Managing Director at Hornbill Systems, added: “Companies with global operations face the challenge of needing to provide effective IT support at a local country level, yet wishing to benefit from the economies of scale and efficiencies that can be gained from the centralisation of systems. Hornbill’s service desk management system provides this flexibility – it enables IT departments to set up working practices that help to streamline processes, while also providing the particular support that users require, at times when they need it.”
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NOTES TO EDITORS
About Merlin Entertainments
Merlin Entertainments is the second biggest attractions operator in Europe and the ninth largest in the world. It currently operates 36 attractions in nine European countries, plus a theme park in California. It is continually expanding its estate and growing profit year on year, with its most recent acquisition Legoland.

In 2001 the Group recorded over 5 million visitors during peak season and today employs over 5,000 staff. Defined by its brands the group includes; Sea Life, with 17 centres across the UK and Europe, Seal Sanctuaries, The Dungeons, in London, Edinburgh, York and Hamburg, and Earth Explorer.

The Group also includes Merlin Attractions Management (MAL), providing consultancy to Loch Lomond Shores, Wedgwood Visitor Centre, Tchibo Coffee Museum and RNLI, as well as Merlin Aquarium Projects.

For more information, please visit: www.merlinentertainments.biz