As part of Taylor Wessing's customer service strategy, Supportworks is used by the IT helpdesk, building services and IT procurement departments to log and track user calls and email requests. Since implementing the system the IT helpdesk has improved its customer service, doubling the number of calls logged to over 2,000 per month. The firm plans to roll out the Web Self-Service facility to staff enabling them to track the progress of their calls in the coming months.

Hornbill's solution was selected from fifteen initial short-listed suppliers for its functionality, usability and value for money. Supportworks has replaced the Access database used by the firm to track and record calls. Ease of use was particularly important for the firm as the system was also intended for use by the non-IT support staff in the building services and IT procurement teams. Staff calls for new equipment or on facilities issues are all logged on the central system that is partitioned according to the user group. Taylor Wessing's IT team also uses the reports produced from Supportworks to monitor peaks in call handling enabling maintenance to be scheduled, minimising disruption to users, and for identifying potential training requirements.

The remote access function is used by several of the firm's IT helpdesk home-workers, who are able to easily connect to Supportworks and check emails and user details recorded on the system. The built-in escalation feature within Supportworks ensures that no calls are unaccounted for. Taylor Wessing has populated the knowledgebase with common problems and resolutions which has been released as a self-service option to end users. The company also uses Hornbill's Assetworks to record details of the firms' hardware inventory and software, enabling it to track user licences.

Sharon Mone, IT Project Manager for Taylor Wessing commented: "Although Supportworks scored highly on all our business requirements criteria, including technical requirements, quality of training, support and extensibility for a competitive price, Supportworks' usability was the winning factor.

"Ease of use is paramount for our non-IT users and they highly commend Supportworks. The Self-Service module is its best feature for our business as it helps to reduce the quantity of calls to the helpdesk thus improving our customer service and further supporting our customer service strategy."

Gerry Sweeney, Managing Director at Hornbill Systems, commented: "For top companies like Taylor Wessing customer service is a priority and extending this focus to internal support services enables the administration staff to carry out routine tasks effectively. Again, Supportworks’ value for money approach to providing extensive functionality has proved popular. Using a solution like Supportworks enables the firm to track, log and fulfil all requests for IT support, facilities and equipment purchases in a single solution, providing a responsive, efficient service to end users that also improves productivity and staff wellbeing."

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NOTES TO EDITORS

About Taylor Wessing
Taylor Wessing is a leading law firm providing legal support for commercial organisations doing business in Europe. Based in Belgium, France, Germany and the UK, Taylor Wessing provides the full range of legal services to major corporations and growing enterprises. Taylor Wessing boasts a strong reputation in the corporate, finance and real estate sectors alongside in-depth experience across the full range of legal services including intellectual property, tax, litigation & dispute resolution, employment & pensions and private client.

For more information please visit http://www.taylorwessing.com

About Hornbill Systems
Hornbill Systems delivers market leading Service Management solutions that enable organisations to automate business processes and provide first class customer service. Drawing on a decade of experience, Hornbill has packaged a number of applications designed for rapid deployment within any employee or customer service support environment. Solutions are available for IT Service Management, Facilities, HR/Payroll, as well as a broad range of Business, Consumer and Citizen Response service desks. Hornbill’s foundation product, Supportworks ESP can address the individual requirements of multiple business units, significantly reducing costs by providing a consolidated Service Management solution.

In 2005 Supportworks won the HDI awards for "Best Business use of Support Technology" with Sharp Electronics and "Support Excellence Award for Smaller Helpdesks" with Camelot.