BT’s specialist retail division has selected House-on-the-Hill as its new Service Desk software supplier. Installation of House-on-the-Hill’s SupportDesk solution has resulted in an all-round improved user experience, said Steve Hearn, IT Manager of BT Expedite which works with over 60 of Europe’s leading retailers including WH Smith, Halfords, Lloyds Pharmacy, JJB Sports, Mothercare and Woolworths.
Three service desks in Birmingham are using the product to handle calls from individual stores, head office and outsourced operations. Callers can log and track their issues over the Internet. The desks also manage some 325 Service Level Agreements with customers.
Hearn said reasons for choosing House-on-the-Hill, which replaces a Siebel system., included functionality. The product had all the features we required and the people there were very straightforward, he commented. The price was also competitive. All the necessary functionality was provided at a reasonable cost.
He went on: We can now manage customers incidents from start to finish. Since going live we have had a very positive experience. Turnaround of fixes has been far quicker. Any issues which have arisen have been resolved rapidly.
In the first full month of SupportDesk use, the proportion of calls logged via the Internet was up by almost one-quarter to more than 80% of the total. Other benefits have included a drop from three days to half-a-day in time taken to compile monthly reports.
BT Expedite has also been able to deploy staff more effectively. We used to have one person on each of the three desks dedicated to logging calls – they’re now fixing problems, Hearn said. ‘so we have freed up three full-time members of staff who are helping make the operation even more efficient. Morale in the department had gone up because staff were working with a far faster system, he continued.
BT Expedite provides solutions to the retailing sector in the areas of point of sale (EPoS), store, enterprise and supply chain processes. Its solutions include software, hardware, professional services, managed networks and hosting. Its client base spans the full range of retail, from fashion apparel to footwear, jewellery to electronics, bookshops to garden centres, and boutiques to the UK ‘s largest department stores.
We’re delighted to be helping keep the tills jingling in some of Europe’s top shops and with BT Expedite’s reaction both to SupportDesk and our after-sales service, House-on-the-Hill Managing Director Iain Broadhead commented.