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.

Dermot Murray
Fraser Williams Commercial Systems

Since "going live" the information we receive from Hornbill's technical support team is much more than we ordinarily expect and this leaves us feeling very confident about Hornbill's commit to support Addleshaw Goddard in the future.

Susan Lee
Addleshaw Goddard

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.

David Beaton
Midas Group

Since implementing Supportworks less than two months ago, we have handled around one thousand enquiries - more than most other government departments - and most have been responded to within legislation timescales.

Chris Owens
The National Archives

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.

Adrian Crisp
House of Fraser

Since using Supportworks we have greatly improved our call management and service achieving much higher customer satisfaction.

David Jamieson
Northumbria Healthcare

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.

Jon Wood
South Staffs plc

Supportworks is now a vital tool for 100+ staff in Aberdeen. With the use of the tool expanding within our organisation throughout the world it is very hard to see where the installations will stop.

Susan Robertson
Accenture Aberdeen

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.

Susan Lee
Addleshaw Goddard

Supportworks is a truly scalable solution and yet is good value for money and is very light on network resources. It is now proving to be extremely flexible and easy to develop, enabling us to extend its use and to deliver a full IT Service Management system that Atos Origin will use for the future Olympic Games.

Alan Crompton
Atos Origin Olympic Games

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.

Lee Davis
Exeter University

Supportworks has helped us to transform our e-service and the speed of response to our customers. It underpins our customer service approach and gives us the ability to provide excellent service regardless of the communication media.

Paul Copley
Sharp Electronics

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.

Alan Burgess
West Suffolk NHS Trust

Supportworks' self-service capabilities will help us to reduce support overheads, whilst extending the service to cover more staff. It will provide a flexible, one stop shop for users to access the new IT Service desk, 24 hours a day.

Mark White
Middlesbrough PCT

Supportworks is ITIL compatible, which helps us to streamline processes automatically, speeding up our service delivery. The reporting is very easy to use, and enables us to monitor each client to ensure that they are receiving the best possible service and that any issues are tackled in a proactive manner.

Paul Briggs
Basilica Computing Limited

Supportworks has helped us to better assess training and documentation needs for staff and partners, and most importantly of all, it has enabled us to take the daunting step of cutting our call resolution times from four hours to just one hour.

Susan Lee
Addleshaw Goddard

Supportworks has a much broader category management system than our previous system. This flexibility will enable Halfords to bid for valuable Insurance Replacement contracts in other insurance replacement sectors.

Paul Bullett
Halfords

Supportworks gained the highest functionality score in the evaluation process and impressed everyone involved with the project

David Cutting
Waveney District Council

Supportworks gives us a comprehensive toolset and provides excellent value for money. It is an investment that not only enables us to work more efficiently - the web self-service feature will reduce users calling for updates by 40% - it will enable us to prepare for the changes ahead.

Peter Drage
Buckinghamshire Hospitals NHS Trust

Supportworks has made a positive difference to the way our helpdesk operates. It was up-and-running very quickly and is simple to use so we didn't have to spend lots of time and resources at the implementation stage. Importantly it has helped to make the service even more efficient than before, which benefits our staff and ultimately our most important customers, our residents.

Mike Williams
Sevenoaks District Council

The adoption of Supportworks marks the transition of our helpdesk to become a one-stop service desk for all IT users across the Trust.

Mark White
Middlesbrough PCT

The application functionality in Supportworks is comprehensive, giving the Trust everything that we needed. In particular, we were keen to have integrated email capabilities and web technology so that we could give access to users and customers via the Trust intranet.

Alan Burgess
West Suffolk NHS Trust

The automation and efficiency provided by Supportworks has saved Midas the cost of employing two additional support staff and enabled us to deploy existing staff more effectively

David Beaton
Midas Group

The company, like its staff and technical support has been friendly, flexible and understanding. Hornbill also provided us with knowledge and assistance, as we investigated Electronic Service Delivery. The flexibility of business process design within Supportworks allowed us to consider the use of the solution in a CRM context for our ESD project.

Bob Main
Rochdale Borough Council

The initial investment in Supportworks has been fully recovered and 100% ROI achieved within just eight months of deployment.

David Beaton
Midas Group

The product has fulfilled our requirements on functionality and there are still elements we haven't explored.

Adrian Crisp
House of Fraser

The quality of Hornbill's support from the beginning of our evaluation, through to everyday use has been excellent. Hornbill is always quick to respond, usually with an instant answer to our queries. The team at Hornbill really believe they are producing the best helpdesk software on the market and their dedication and commitment reflects that.

Lee Davis
Exeter University

The reasons that we selected Hornbill originally still stand today. The SLA (Service Level Agreement) tools and the reporting and analysis features are critical if we are to meet our new targets.

Susan Lee
Addleshaw Goddard

The reporting capability within Supportworks is great as it allows me see what category of calls are being escalated to second line support staff - and at what point in the call.

Hazel Healy
Wragge & Co

The sales team did a wonderful job - they know the product well. From the initial meetings through to post implementation support we have been impressed by their level of passion, enthusiasm and knowledge of the product.

Neil Kellar
Camelot Group plc

The system also allows us to proactively monitor individual calls so that the correct escalation procedures can be invoked prior to any call failing its service targets. Alerts are also used to provide information to team members about the caller - in the past it was very difficult to get this information to the team in a timely manner - now the information appears as a simple pop-up making the whole process far more efficient.

Dermot Murray
Fraser Williams Commercial Systems

The transition to Hornbill's Supportworks was very smooth. The functionality within Supportworks has more than met our expectations - we handle over 300 calls daily of which 80% are resolved by first line staff, thanks to the systems we now have in place.

Hazel Healy
Wragge & Co

The transition to Hornbill was very smooth. The Hornbill team working with us were extremely professional and always on hand when we needed them.

Andy Rudall
Wragge & Co

The way we profile calls means that it is quick and easy to search for calls, and to analyse them. This enables me to spot any potential problem areas and take remedial action before the situation gets out of hand.

Susan Lee
Addleshaw Goddard

We anticipate extending our usage of the system in the future and have already rolled Supportworks out to our Parts Centre and Reprographics Systems department.

Paul Copley
Sharp Electronics

We are committed to delivering innovations that provide quality, control, flexibility and cost reduction, using Supportworks assists us with delivering this commitment.

Susan Robertson
Accenture Aberdeen

We are impressed with the ability to customise and add additional screens and data to the system, which compared to some of the competition, is much more flexible and allows the database design to remain efficient.

Robin Barlow
South Hams District Council

We are now able to monitor calls better, we can see exactly who is handling which calls and when. Supportworks has enabled us to better utilise people's time because we can allocate calls quicker and to the right people, in the right team, at the right time.

Alan Burgess
West Suffolk NHS Trust

We are very pleased with our choice of product, where we seem to have gained an enterprise product for more of small system price.

Robin Barlow
South Hams District Council

We assumed Hornbill's solution would be prohibitively expensive however this was not the case.

David Cutting
Waveney District Council

We have already identified a couple of other areas, Transport and HR that are interested in using Supportworks.

Jon Wood
South Staffs plc

We have been easily able to customise the package to meet our diverse requirements and most importantly, we have been able to link the software with our existing databases and technology in line with our vision of an integrated computing environment.

Axel Larsson
Drew University

We have been using Hornbill's Supportworks for over two years to support Regus, so it was the natural choice when we decided to extend our services to some of our other customers.

Paul Briggs
Basilica Computing Limited

We have been using Hornbill's Supportworks now for three years, and it has made a huge impact on the IT department's ability to support the business.

Susan Lee
Addleshaw Goddard
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