Customer Comments

Hornbill's Supportworks has provided Atos Origin with the best of all worlds. It was functionality rich enough to be used, with very little customisation, to provide an incident management system for the 2004 Athens Olympics

Hornbill's Supportworks solution required minimum customisation which given that we were working to fairly tight timescales and a limited budget, was a key consideration.

Hornbill pulled out all the stops and did what it takes to help get us up and running. They provide a quick and friendly service - they always respond and get back to us.

Hornbill's support is very good - they have excellent in-depth knowledge of the product and their support desk is helpful and responsive.

Initially we installed Supportworks for the IT service desk to support desktops, servers and main applications, including email and intranet access. Supportworks has since expanded into our Accounts team and Procurement team.

It's important that we provide service regardless of which media the customer chooses to use, whether it by email, the Web, telephone, fax or letter and I think that is the key to it; Supportworks underpins our customer service approach and gives us the ability to provide excellent service regardless of the media.

One of the more interesting applications of Supportworks is its use by another department that conducts telephone interviews on behalf of other companies and we are now configuring the system to capture this data and pass it through to the companies that we doing the research for

Our previous helpdesk system was very inflexible and no longer matched our business processes. We needed a new system to enable us to react to support calls efficiently and provide a more proactive service. Supportworks has enabled us to deliver a consistent support service to each and every customer that we hope will exceed their expectations.

Since implementing the customer self-service options to track call progress, calls to the helpdesk have been reduced by over 60%. This efficiency has enabled us to deploy two of our first line support staff to work on planned projects.

Since implementing Supportworks we have been able to manage calls much more effectively. The next step is to move to web self-service - that will really take our customer service to the next level.

Since we have adopted Supportworks, we only require one system, running on a single server, and supported by a single team that manages the entire system. This has reduced the demand for training on separate systems and dramatically reduced the cost of the admin functions required to support the system.

Supportworks is proving to be an invaluable solution to our support needs, but the other thing that impressed us are the people at Hornbill. The implementation consultants were efficient and remained focused on delivering a solution to our support model.

Supportworks has also been integrated into the central helpdesk mail account. As the Supportworks database is preloaded with user information, including e-mail addresses, incoming mail can be turned into a logged call with one click.

Supportworks is a huge benefit, enabling us to provide a more efficient and comprehensive service to our customers, which ultimately will help the smooth running of the Trust's patient care services.