The IT department claims its low call to staff ratio is as a result of selecting Hornbill’s Supportworks.
Using the automated mechanisms within Supportworks for customer access, such as Web Self-service, email integration and improved call logging, the IT department handles over 1500 calls per month. Since implementing the customer self-service options to track call progress, calls to the helpdesk have been reduced by over 60%.
Escalations are also automatically notified when calls are nearing or in breach of Service Level Agreement times (SLAs). This visibility enables staff and management to take preventative action and as a result of this escalation procedure, 95% of the SLAs are being met.
According to David Beaton, IT Manager at Midas Group, “Despite the company’s growth and increased demand on resources, the automation and efficiency provided by Supportworks has saved Midas the cost of employing two additional support staff and enabled us to deploy existing staff more effectively. The initial investment in Supportworks has been fully recovered and 100% return on investment achieved within just eight months of deployment.”
Following the success to date, Midas is planning to use Hornbill’s Assetworks asset management functionality to provide a fully integrated support system.
Gerry Sweeney, Managing Director at Hornbill Systems, commented: “Supportworks is the ideal tool to assist companies gain efficiencies in IT support. With automated processes and systems, as well as self-service options, customers have a much higher visibility of call progress and the IT team is able to track and log every contact. Existing staff are freed up to work on proactive, planned support projects, enabling IT departments to achieve more with precious limited resources.”
About The Midas Group
Formed in 1976, the Midas Group has become one of the UK's fastest growing, independent providers of property solutions, offering a complete range of construction and property related services for every industry sector.
The group has four divisions, Midas Construction Ltd, Midas Property Services (UK) Ltd, Midas Projects (UK) Ltd and Midas Commercial Developments Ltd.
For more information please visit www.midasgroup.co.uk
