IT Service Desk Software SupportDesk ITSM selected by Speedy.
Support World is the official magazine of the IT Service Desk Institute (SDI). In March’s issue a special article on good client-vendor relationships was featured. Below is what was said about House-on-the-Hill’s relationship with Speedy PLC:
SPEEDY SOLUTIONS The upshot for one company, Speedy a leading provider of equipment, expertise and support services to construction, infrastructure, industrial and related industries was that it had to adapt to its new environment very quickly. With more than 100,000 customers, 4,500 employees and a national network of 450 depots, Speedy had to re-organise its IT support structure quickly and effectively to handle an increased demand, on a lower budget. And that had to be done without impacting the level of service it delivers to customers, which include world-class construction companies and organisations. No easy matter for an IT helpdesk made up of two teams a first line support team of seven people and a second line support team of four handling an average of 10,000 phone calls a month, plus other issues logged over the web or via email.
Since 2006, Speedy had been using one of the large brand’s off-the-shelf support desk software solutions to log all these calls. This proved to be very costly and inefficient, it states, with all updates and amendments needing to be carried out by a third party. With the re-organisation of Speedy and pressures applied by the changing economic climate, Speedy was looking for a more efficient, easy-to-use and adaptable solution, while reducing overall running costs.
After a vigorous tender process, it selected House-on-the-Hill (HotH) as its preferred vendor, installing the Manchester-based supplier’s SupportDesk product. There were a number of factors that set House-on-the-Hill apart from its competitors, according to Glyn Matthews, business applications services manager at Speedy, namely: the speed that a call could be logged; ease of design and flexibility; out-of-the box reporting solutions; web portal functionality; running costs; and, most crucially, the more personal service it delivered. Over the past six months, Speedy has built on its relationship with the supplier, working with it to develop new functionality tailored around additional requirements, says Matthews. The system required very little user training, as it was so simple for users to pick up. Feedback from users has led us to make changes to the application ourselves, keeping running costs down and productivity up. Moreover, implementation of SupportDesk was complete within 10 days.
UP TO DATE
From the introduction of SupportDesk, Speedy’s support team has been able to send out professional, automated emails to allow end users to be kept fully up to date with the status of their call, something which again required a vast amount of third party set-up with the previous solution, he adds. Also, other departments within the Speedy organisation noted the success of SupportDesk and, as a result, the software is now being used by the customer services team, supply chain and financial services centre.
‘speedy has kept up a good working relationship with House-on-the-Hill, states Matthews. In fact, support desk administrator Andrew Clark is regularly in contact with Mike Charles at House-on-the-Hill, discussing new ideas for future releases of the product, while managing director, Iain Broadhead, regularly calls in to Speedy’s offices in Haydock to keep up to date with what’s happening. Working closely together has benefitted both Speedy and House-on-the-Hill in delivering the best solution.