Incoming calls are logged and tracked using service desk applications built on Hornbill’s Supportworks Enterprise Support Platform (ESP). Greggs selected Hornbill’s solution having initially been impressed with Supportworks’ IT helpdesk solution and felt that adopting a common service infrastructure would benefit the company even more. Supportworks service desks have been implemented in each of the divisions to provide support for IT and facilities management. Details of all calls are stored centrally, with each division logging calls and providing all first line support locally. More complex second line support is provided centrally. Warranty information is stored on assets (such as fridges, ovens and tills) to enable service call outs to be arranged. Services or repairs are handled either by the company’s internal engineers in the field, with a high priority text message sent, or passed to a third party engineer if appropriate. Recording asset information centrally has reduced overall maintenance bills, since the company now has accurate records of warranty dates and policies, which were previously recorded manually or on Excel spreadsheets.

Greggs has also customised and implemented service desks to support other aspects of the business – one for its customer services and one for the internal distribution service. Staff on the internal distribution service desk receive calls from the stores regarding deliveries – on damaged goods or orders not received. The Customer service desk handles customer calls from the general public on all aspects of Greggs’ business.

“Across all of our service desks we handle approximately 300-400 calls a day,” said James Holmes, Project Manager at Greggs. “Hornbill’s solutions have enabled us to log and track all customer contact, both from external customers and those that we support internally to support the business.

“There is no doubt that with Hornbill’s service desk solutions we have achieved efficiencies across the board. The customisation has been relatively straightforward, our support team can easily switch between different service functions and each part of the business is benefiting from improved central information recording and reporting.”

Gerry Sweeney, Managing Director at Hornbill Systems, commented: “Greggs is using the Enterprise Support Platform just as it was designed to be and we’re all delighted at the difference they’re seeing. The benefits and economies of a centralised, integrated service infrastructure rely on a balance between standardisation and customisation and Greggs has just the business environment that Supportworks can mould to.

“With retailers facing ever increasing demands on non-store activities, streamlining processes and managing service delivery efficiently ensures profit levels are maintained with no risk to reputation or product quality.”

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NOTES TO EDITORS

About Greggs
Greggs plc Greggs is the UK’s leading bakery retailer. With 1.350 shops nationwide a Greggs or Bakers Oven branch is never far away. The stores serve over 5 million customers each week throughout all of its shops. A large proportion of their business is in takeaway food – principally shop-made sandwiches and freshly-baked savoury products like pies, pasties and sausage rolls, plus sweet lines like doughnuts and drinks. The company also operates catering units through its Bakers Oven brand.

For more information please visit: www.greggs.co.uk