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Solutions
Service Management Helpdesk HR/Payroll/Recruitment Service Desk Customer Support Service Desk Outsourced Service Provider NHS National Programme for IT (NPfIT)
We are saving so much time taking over the operations and showing users exactly how something should be done. Previously it would take us endless phone calls to sort out a support issue and apply a simple procedure to solve the issue.
Success Stories
Vivantio Service Desk Revolutionises Selwood Housing
29/10/2008Vivantio, the leading UK service desk software provider, has helped Wiltshire-based Selwood Housing, a not-for-profit housing association with over 5,000 properties, revolutionise its IT team by transferring its call reporting onto the Vivantio Service Desk solution.
Selwood Housing has a central IT team based in Trowbridge, which provides support to 120 internal employees. The team of five processes around 100 calls per week.
Prior to the introduction of Vivantio’s Service Desk, the Selwood team were using Microsoft Access to log enquiries. Around a quarter of calls were either lost or had to be chased up by the end user, resulting in frustrated callers and disorganised workloads.
“While Access had been configured to provide a basic database, it was effectively little more than a ‘to do’ list. It didn’t allow any integration with other programmes or provide us with the ability to report on the work we were undertaking. As the demands on the team grew, we realised that we needed to invest in a system specifically designed to meet service desk requirements,” explains Richard Nasey, IT Team Manager, Selwood Housing.
Nasey was tasked with finding a suitable off the shelf remedy, which would provide the functionality required and enable the team to work more efficiently.
With Vivantio Service Desk, records are now instantly created for each enquiry that can be tracked, shared and even exported to other desktop applications such as Microsoft Excel and Outlook. As team manager, Nasey can easily see the status of any call, and quickly identify those that are outstanding or overdue. Call trend reports can be created at the touch of a button and the resulting analysis used to help manage resources and improve administration and processes.
“We looked at several solutions on the market but many were very clunky, overly complex and prohibitively expensive. Vivantio was a quarter of the price of its rivals and provided us with everything that we required – the ability to organise, track and report,” explains Nasey.
Unlike its competitors, Vivantio offers both on-site installation and a hosted, subscription-based service where the software is accessed via the Internet. Vivantio’s offering is also quick to set up; highly intuitive and simple-to-customise in-house without the need for IT experts.
Vivantio provided initial training and within an hour of use the team were up and running with the user-friendly system, which provided them for the first time with a benchmark to measure their performance against and enabled them to produce monthly management reports.
The articles section allows individual team members to detail various solutions to IT problems and as a result they now have an extensive database of useful information which often saves a great deal of time searching the internet or other sources of information if a problem recurs.
The asset database is another feature that the team considers vital, allowing them to link calls regarding a particular piece of hardware and easily identify PCs that require upgrading.
“Quite simply we would be unable to function as an IT department without Vivantio,” continues Nasey. “The benefits were immediate and we have enjoyed a good working relationship with the company. The next step we are hoping to introduce is roll out of the system company wide, to allow employees to self-report their initial enquiries.”
Russell Wiltshire, director, Vivantio Ltd; said “Vivantio offers a cost effective, easy to use, streamline system which allows more effective management, tracking and reporting for service desks such as Selwood Housing’s.”
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