Nick Frankland, Technical Support Manager at Bernard Matthews said, “Before we went live with Supportworks we only really logged work that we did on behalf of our business users. Now we are able to track all work done by the department including work done by the development, infrastructure and server teams. This enables us to better plan our resources and ultimately to provide a better, more cost efficient service to the business.” Mr Frankland continued, “The implementation went very smoothly at a time when as a business we were under a lot of pressure. We received great support from Hornbill which helped us to achieve our target live date.”
The IT department now has visibility of all work carried out within the department, and greater control over calls that are assigned externally to third party maintenance contractors, Service Level Agreements (SLAs) and call escalations. Also, system alerts generated by the network, servers or the IBM iSeries are automatically logged and allocated via email enabling the department to take remedial action as soon as the fault is spotted, rather than not knowing until there is a major failure, all together a more proactive approach.
Gerry Sweeney, Managing Director of Hornbill Systems commented, “Supportworks has been designed to provide a wide range of flexible out-of-the-box functionality, which enables our customers to have a fast start implementation. The product is then adaptable enough to be further developed or tailored to meet changing business requirements. We have found that this access to the source code is very popular with our customers as it gives them ultimate flexibility, without locking them in to expensive consultancy and development programmes.”
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About Bernard Matthews
The Bernard Matthews story began back in 1950 with one man, 20 turkey eggs and a second hand incubator. Today the company is global, producing an annual turnover around £400m and employing more than 6,000 people worldwide.Bernard Matthews today produces 7 million turkeys every year in the UK, feeding them a strictly vegetarian diet from the company’s own feed mills and rearing them on 56 farms throughout Norfolk, Suffolk and Lincolnshire. The company prides itself on creating healthy, high quality turkeys, maintaining the highest standards of agriculture and bird welfare and meeting all regulations and standards from official bodies.
For more information please visit http://www.bernardmatthews.com
