Help Desk software eases arthritis society’s IT pains

service desk software

CB

June 8, 2010

An organisation which helps Canada’s 4.5 million arthritis sufferers has eased its IT problems by installing House-on-the-Hill’s SupportDesk service management solution.

The Arthritis Society – Canada’s only not-for-profit organisation devoted solely to funding and promoting arthritis research, programmes and patient care – chose Manchester-based House-on-the-Hill after ending an agreement with an outsource supplier.

We needed a robust tool to track all our work and ensure our processes could be reported on, explained Information Services Senior Director Nigel Carpenter. ‘supportDesk was by far the cleanest, most easily customizable full function support application we tested.

The Arthritis Society considered a number of other ITSM software vendors including previous supplier Connectwise, Remedy and Spiceworks.

It is using the new tool to track all Information Services requests and logistics. SupportDesk is also helping to handle its inventory and longer running projects and initiatives.

We are gaining consistent Information Services assistance, reportable impact on the organisation, and cost savings, Carpenter added. Our 300-plus staff and volunteers in offices across Canada are receiving timely updates on their requests, consistent updates and measurable Service Level Agreement expectations.

He said House-on-the-Hill’s post-installation support had been excellent and timely, with friendly staff helping us each step of the way.

The Arthritis Society has a national administrative office in Toronto, division offices in each province and nearly 1,000 community branches throughout Canada.

Trudy Broadhead, Director of House-on-the-Hill which has more than 500 customers in over 40 countries worldwide, commented: The Arthritis Society and its volunteers are doing a magnificent job. We are pleased to be making their task a little easier.

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