YTL Group, including Wessex Water, wanted to reduce IT call volumes and bring multiple service teams onto a single platform. With Hornbill, they’ve shifted demand into self‑service, onboarded new departments and automated key processes.
In this short video, Adam Toms, Service Management Lead, explains how Hornbill helps them:
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Support IT, information security, PR, HR and FM on one ESM platform
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Move from 200–300 phone calls a day to around 40–50, with self‑service “grown massively”
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Offer one portal that “drives the right behaviours” and serves multiple teams and customer groups
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Automate starters, leavers and movers so requests complete in seconds, not hours
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Deliver automation and workflow savings worth over £100,000 per year, and growing
Adam says: “What we’ve found is that our call volumes, certainly from an IT perspective, have dropped off quite significantly… from probably 200–300 phone calls a day to now 40 or 50, and the self‑service has grown massively.”
Watch the video to hear how YTL Group is using Hornbill to cut call volumes, scale enterprise service management and drive six‑figure savings through automation.
