Since the successful implementation of Supportworks, FWCS has extended its use across many of its business departments – consultancy services, product development and training – who use the system to support their daily operations.

Using Supportworks the Customer Service staff manage all client contact, providing a first, second and third level of support. Where necessary, calls are escalated to the product development team or product consultants for assistance. FWCS categorises its support calls into three main areas: system availability, software bugs and user support calls. A built-in alert facility allows staff to be automatically notified of all recent activity associated with each individual client, improving communication between team members. Many of the company’s clients also access the system via a self-service website that allows them to log, update and view helpdesk calls on-line - up to a third of customers now register and use this facility.

According to Dermot Murray, Customer Services Manager at FWCS: “Having all our business processes managed through a single system is a significant benefit that we have achieved through using Supportworks. This allows us to provide our clients with a consistent service that meets their needs at all times. Internally, we have achieved valuable improvements in the efficiency of our working practises - feedback from staff is that the system has allowed them to operate around 30% more productively.”

Hornbill has worked with FWCS to develop a series of new screens that cater for the range of additional services that can be provided to clients. This may include consultancy, training, report writing or bespoke development. The system allows the creation of clear, concise and consistent work specification documents that provide the client with a breakdown of the work that will be provided.

For more information on Fraser Williams, go to: www.fwcommercial.com

Gerry Sweeney, Managing Director at Hornbill Systems commented, “For large organisations like FWCS with multinational customers, automating several processes can increase business efficiencies. Tools like Hornbill’s service management solutions can be easily tailored to suit individual business function requirements. Not only does this enable departments to be more efficient, it greatly improves customer service – and satisfaction.”