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Service Desk Case Studies
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BCBGMAXAZRIA
Industry: Fashion
Website: www.bcbg.com
Learn how Numara FootPrints helped BCBG better manage multiple business processes. See how BCBGMAXAZRIA, has put their “good style and good attitude” into using Numara FootPrints throughout their organization. |
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Eastern Kentucky University
Industry: Education
Website: www.eku.edu
Margaret Lane, Director of Desktop Support and Jean Marlow, Director of Instructional Technology talk about how they use Numara FootPrints in an educational environment. |
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Agri-Fab
Industry: Manufacturing
Website: www.agri-fab.com
Centralizing Technical Support for 900 Internal Users and Three Sister Companies |
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Alamance Regional Medical Center
Industry: Healthcare
Website: www.armc.com
Beyond the Help Desk: IT Resource Tracking and Project Management Using One Flexible Workflow Solution |
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PC Mall, Inc.
Industry: High Tech
Website: www.pcmall.com
Increasing Company Profits with a 100% Web-based Sales Collaboration Solution |
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The Public Defender Service for the District of Columbia
Industry: Legal
Website: www.pdsdc.org
Providing Centralized Web-based Support to 300 Attorneys and Legal Staff in 4 Geographically Diverse Offices |
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Des Moines Water Works
Industry: Utilities
Website: www.dmww.com
Improving Response Time to Users Through Self Service and Tracking an Extensive Network Infrastructure at a Large Utility |
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EasyStreet On-line Services
Industry: High Tech
Website: www.easystreet.com
IT Service Provider Improves Its External and Internal Customer Support with an ITIL Compliant Solution |
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The Medical Center of Central Georgia
Industry: Healthcare
Website: www.mccg.org
Leading Medical Center Automates Service Desk Operations and Increases Tracking for HIPAA Compliance |
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Evergreen Packaging
Industry: Manufacturing
Website: www.evergreenpackaging.com
Improving the Management of IT-Related Sarbanes-Oxley Compliance and Technical Support |
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RedDot
Industry: Technology
Website:websolutions.opentext.com
Reducing Agent Work Load and Speeding Problem Resolution by Empowering Clients with Online Self-Service |
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Red Gold
Industry: Food
Website: www.redgold.com
Enabling Red Gold Tomato Manufacturers to Provide Gold-Standard IT Support and Keep 1,500 Employees in Five |
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Siemens
Industry: Manufacturing
Website: www.siemens.co.uk
Centralizing IT Support For 1,000 Employees Across The CountryWith Lower Consulting Costs |
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Washburn University
Industry: Education
Website: www.washburn.edu
Speeding Up Response time to 7,200 Students and 800 Faculty and Staff With Web-based IT Self Service |
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Cinergy Communications Company
Industry: Telecommunications
Website: www.cinergycom.com
Providing 50,000 Customers with Faster Service Resolution |
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Chip Ganassi Racing
Industry: Professional Sports
Website: www.chipganassiracing.com
Improving Productivity and Time Management at a Racing Empire of 400 Employees |
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Devereux Foundation
Industry: Non Profit
Website: www.devereux.org
Devereux Foundation talks about how they use Numara FootPrints to automate their business processes. |
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Duquesne University
Industry: Education
Website: www.duq.edu
Duquesne University talks about using Numara FootPrints across several university departments. |
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MacRoberts
Industry: Legal
Website: www.macroberts.com
When leading Scottish law firm, MacRoberts came across Numara FootPrints, they immediately knew it was time to replace its existing Service Desk solution with Numara FootPrints.
"Footprints has a number of templates that we can develop for our own application needs, ranging from solutions for the management of
the firm’s facilities to HR. It’s clearly not a one trick pony Service Desk solution!"
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habitat
Industry: Retail
Website: www.habitat.co.uk
A need to service its outlets around the country has seen stores group Habitat complete a smooth upgrade to the latest version of Numara FootPrints, offering easy configuration and clear visibility and reporting of the state of its service calls.
"In choosing to upgrade Numara FootPrints, Habitat considered alternative solutions, but concluded that they couldn’t match Numara FootPrints’ cost effectiveness and ease of use." |
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Roehampton University
Industry: Education
Website: www.roehampton.ac.uk
Implementing an effective campus-wide Service Desk that met the needs of both staff and students at London's Roehampton University was a priority. Enter the newest member of the class: Numara FootPrints.
"One of the qualities that Numara FootPrints is renowned for its easy configurability, and this is an area that Roehampton is looking forward to taking advantage of." |
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Specsavers
Industry: Retail
Website: www.specsavers.co.uk
The world’s largest independent optical retailer, has rolled out Numara FootPrints as its service management solution of choice to complement a major expansion plan around the world, while transforming the way its service desk manages calls.
"A major driver of our choice of Numara FootPrints has been the effect on the way we work on the Service Desk. We’re now regularly filling 99 percent of our targets." |
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Datapharm
Industry: Non-Profit
Website: www.datapharm.org.uk
When Datapharm needed to install a new service desk system to ensure that problems and queries are answered quickly and accurately, and up-to-date information on medicines is provided to healthcare professionals and the general public, it turned to Numara FootPrints.
"Numara FootPrints really stood out. It did everything that the product
claimed to do and more!" |
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Crown
Industry: Manufacturer
Website: www.crown.com
The world’s leading manufacturers of forklift trucks, has trusted the IT
service management solution Numara FootPrints since 2007. With great success, the software now administers 80 percent of all of the IT services for the European operations of the company.
"Thanks to Numara FootPrints I can implement my vision of a fully integrated and straightforward IT service management solution." |
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Sporting Bet
Industry: Sports
Website: www.sportingbet.com
When the online gambling provider needed a single centralised service
desk to deal with support requests across multiple territories it turned to Numara FootPrints for help.
"Numara FootPrints is incredibly scalable, flexible and customisable so we know it will support us as we grow and our business evolves." |
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ESOS
Industry: Outsourcing
Website: www.esos.co.uk
Following theimplementation of Numara FootPrints incidents are resolved more efficiently with a greatly-reduced administrative overhead.
"As a result of our joint efforts with Numara Software, we more than hit our milestones. We actually came in three weeks early, and 99 out of 100 projects never do that." |
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Ryanair
Industry: Airline
Website: www.ryanair.com
Central control - 135 locations linked by single system for IT support
"I would have no problem recommending Numara FootPrints. It is extremely simple to use, very competitively priced and an incredibly powerful service management solution." |
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Saur Danfoss
Industry: Manufacturing
Website: www.sauer-danfoss.com
Numara FootPrints was the only product in the market that provided a tracking automation tool to keep the organisation in step with the changing demands of internal and external customers
"I would recommend Numara FootPrints to anyone who is thinking of putting a non-IT service management solution in place." |
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Skanska
Industry: Manufacturing
Website: www.skanska.com
FootPrints provided the flexibility and customisation needed to meet the demands of a busy service and support desk
"I must say that Numara FootPrints has been as good as we thought it would be. Today we have more efficient handling of support incidents, including integrated and automatic email functionality which is fantastic." |
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Unitron
Industry: High Tech
Website: www.unitron.no
When Unitron AS needed an efficient customer support system for its rapidly growing business, Numara FootPrints provided the answer to its problems.
"I can, without hesitation, recommend Numara Software’s range of products to other companies who may find themselves in a similar situation to our own." |
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Visma Proceedo
Industry: Financial
Website: www.visma.se
Delivering Cost Effective Procurement With Numara FootPrints
"Numara FootPrints is an innovative and very cost-effective solution that has enabled us to achieve our business goals." |
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The Phone House
Industry: Telecommunications
Website: www.phonehouse.com
Rapid and smooth growth of Support Centre with Numara FootPrints
"Numara FootPrints is immediate! It’s so easy to use with its web-based standard on Windows SQL. In spite of our fast growth, we are now more efficient and we have happier customers." |
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Mondi
Industry: Paper
Website: www.mondigroup.com
Using Numara FootPrints to ensure SLA commitments
"From printer changes to re-setting passwords, IT requests for new users to bugs in software and change requests to current systems, everything the IT team does is now captured, benchmarked and reported against." |
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Lawn Tennis Association
Industry: Non-Profit
Website: www.lta.org.uk
Game, Set, And Match!
"Flexibility, adaptability and open form design are major business drivers, and it is really important that we keep IT resourcing costs to a minimum." |
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Toshiba
Industry: High Tech
Website: www.toshiba.co.uk
For a European Service Desk which reduces costs.
"Beyond the productivity gains and cost savings, it was the flexibility of FootPrints which really convinced us. We have made FootPrints our strategic platform for all service desk processes." |
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Trafigura
Industry: Asset Management
Website: www.trafigura.com
Enhancing its service desk solution by adopting ITIL.
"We’re pleased that we are using Numara FootPrints to its full potential. We’ve definitely improved our incident management processes. By introducing trend-analysis we have been proactively targeting our highest incident loggers and empowering them to resolve their own issues."
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SELEX Systems Integration Ltd
Industry: High Technology
Website: www.selex-si-uk.com
When SELEX Systems Integration Ltd needed a single centralised service desk to deal with support requests across multiple territories, it turned to Numara FootPrints for help.
“The reason why we selected Numara FootPrints is because it perfectly matched our application strategy - in that it is a web-based solution with SQL Server in background with single sign-on. Additionally the configurable workflow and escalation capabilities in the product were very attractive because this meant that complicated programming would not be necessary. As a result, our technicians don’t need to have deep technical knowledge of the solution." |
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Drax Power Limited
Industry: Energy
Website: www.draxpower.com
When Drax Power’s business started to expand, the company found it needed a more comprehensive service desk tool to support its growth. It naturally progressed from Numara Track-It! to Numara Footprints as the solution offered everything that the business needed now and in the future, and in particular had the ability to provide comprehensive reporting capabilities for senior management.
“Numara FootPrints has enabled us to provide a better IT support service to our staff. Prior to its installation, we had 250 calls open at any one time, and we now average about 70 calls per month - so our call back log has decreased substantially.” |
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Open Logic
Industry: High Technology
Website: www.openlogic.co.uk
IBM WebSphere specialist Open Logic needed a service desk and configuration management database (CMDB) to support its growing list of clients, and chose Numara FootPrints as it enabled it to effectively capture and store details of software and hardware assets resident on customers’ networks.
“We are not a large company. So for asset tracking, it was fairly easy to put it all into a spreadsheet. Now when it comes to tracking devices and software installed on clients’ systems, we use Numara FootPrints’ CMDB. If we didn’t use the CMDB, we’d lose track of who’s got what.” |
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Dorset Healthcare NHS Foundation Trust
Industry: Healthcare
Website: www.dorsethealthcare.nhs.uk
When Dorset Healthcare NHS Foundation Trust wanted to change its service desk, rid itself of a string of Post-It® Notes, and benefit from management information, it chose Numara FootPrints.
“In just three weeks, the number of phone calls to the support desk has already decreased by nearly 50 percent." |
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Help Desk Case Studies
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East Dorset District Council
Industry: Organisation
Website: www.dorsettforyou.com
To have a simple, adaptable and effective help desk system that would manage support requests from internal staff.
"Numara Track-It! has helped us because it is so simple to use, but at the same time highly flexible, and it has scaled to meet the changing needs of the organisation."
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Wolverley CE Secondary School
Industry: Education
Website: www.wolverley.worcs.sch.uk
Empowering staff and students’ wider use of IT by being in complete control of its Helpdesk support |
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Memorial Care Health Services
Industry: Healthcare
Website: www.memorialcare.org
Leading Health Care Network Improves Work Efficiency for 8,000 Employees in Six Hospitals |
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PeoplesBank
Industry: Financial
Website: www.bankatpeoples.com
Providing Faster, More Efficient Support to 200+ Employees In Multiple Bank Locations |
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City of San Mateo
Industry: Government
Website: www.cityofsanmateo.org
Maintaining Superior IT Support for 600 City Employees in the Heart of Silicon Valley |
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SAIC
Industry: Engineering
Website: www.saic.com
SAIC talks about how Numara Track-It! help desk helps them keep their service levels high with fewer resources. |
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Northern Insuring Agency, Inc.
Industry: Insurance
Website: www.northerninsuring.com
Gaining Control Over IT Infrastructure at an Multi-location Insurance Company |
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Seven Feathers Hotel and Casino Resort
Industry: Casino
Website: sevenfeathers.com
Automating the Help Desk to Provide Superior 24/7 Support to a Rapidly Growing Resort |
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French Camp Academy
Industry: Education
Website: www.frenchcamp.org
Numara Track-It! Lets Boarding School Stay Ahead of the Curve |
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Park University
Industry: Education
Website: www.park.edu
Improving Help Desk Efficiency and IT Asset Management with Numara Track-It! |
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SUNY Medical Center
Industry:Education
Website: www.downstate.edu
Consolidating the help desk is the key to effectively streamlining IT processes |
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Zane State College
Industry: Education
Website: www.zanestate.edu
Offering Fast, Personalized Support to a Wired Campus of 2,400 Students, Faculty and Staff |
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The Kramer Group
Industry: High Tech
Website: www.kramergroup.com
Director of IT Support for the Kramer Group talks about why Numara Track-It! is a match for their business and their industry. |
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Hinchingbrooke Health Care NHS
Industry: Healthcare
Website: www.hinchingbrooke.nhs.uk
When Hinchingbrooke Health Care NHS Trust needed to upgrade its existing, practical, easy-to-use help desk solution, it chose to look no further than what it already knew best, Numara Track-It!
"Numara Track-It! is a very good product in that it does just what we need. I think it excels in its simplicity of use in that it doesn’t try and over-complicate things for the user." |
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National Portrait Gallery
Industry: Non-Profit
Website: www.npg.org.uk
Following extensive market research, the National Portrait Gallery reviewed several competitive solutions - opting for Numara Track-It!
"Numara Track-It! is an excellent product, which delivers control, automation and superb help desk and asset management functionality
at a very cost-effective price." |
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West Midlands Ambulance Service
Industry: Healthcare
Website: www.wmas.nhs.uk
As a result of merging a number of Ambulance services, WMAS upgraded to the latest version of Numara Track-It! to enable IT groups across the organisation to benefit from its robust feature set.
"Numara Track-It! is an incredibly flexible, scalable and intuitive product which we have found very easy to learn and use...because the product does exactly what we need it to." |
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Milton Keynes College
Industry: Education
Website: www.mkcollege.ac.uk
When the rapidly expanding Milton Keynes College needed a more comprehensive help desk solution to look after its evolving support needs, it looked no further than to upgrade its existing solution, Numara Track-It! to the latest version.
"Numara Track-It! is an excellent product and does exactly what you would expect and more, and it is extremely competitively priced." |
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East Lancashire Hospitals NHS
Industry: Healthcare
Website: www.hospitalsineastlancs.nhs.uk
Costs are always at a premium within the NHS, and with the merger of hospitals in the region, East Lancashire Hospitals NHS Trust needed a help desk system that it both trusted, and was easy to use and manage with the option of additional features being adopted in the future.
"We have been using Numara Track-It! for a number of years now, regularly upgrading the versions we are using as our needs grow. |
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Spectrum Housing Group
Industry: Non-Profit
Website: www.spectrumhousing.co.uk
When the newly merged public sector housing group Spectrum Housing needed a more comprehensive help desk solution to look after its evolving support needs, it upgraded to Numara Track-It!.
"Numara Track-It! has been a great asset in driving the Spectrum IT infrastructure forward and has enhanced the vision of where we want to be as a group IT department." |
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Pembrokeshire County Council
Industry: Government
Website: www.pembrokeshire.gov.uk
Upgrading To Benefit From Self-Service & Remote Working
"Upgrading to Numara Track-It! 8.5 will give us an array of benefits: asset management, remote access, licensing, self-service, remote access, and critically, the ability to manage the 2000 calls a month we receive more effectively." |
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Amicus Horizon Housing Association
Industry: Non-Profit
Website: www.amicushorizon.org.uk
When regional housing provider, Amicus Horizon, needed a practical, easy to use help desk solution to replace an ageing in-house system, it turned to Numara Track-It!
"Numara Track-It! has more than matched our expectations. We wanted a solution that we knew was going to be easy to use and manage. Numara Track-It! does everything it says on the tin. The product is adaptable for our needs which include logging, monitoring and defining all our calls." |
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Rouse & Company
Industry: Legal
Website: www.iprights.com
Today with Numara Track-It! Rouse & Company now has its help desk under control and is able to meet its SLAs and provide better support to 500 employees around the globe.
"What I needed was total transparency in order to monitor all the regional offices and to be proactive in resolving problems. Numara Track-It! has enabled us to achieve this and as a virtual team working in 15 different offices, we are now much more effective.” |
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ColepCCL
Industry: Pharmaceuticals
Website: www.colepccl.com
Numara Track-It! delivered the flexibility and functionality required, enabling the organisation to move to a new centralised virtual team running multiple support locations across Europe.
"If you are looking for a pure infrastructure helpdesk tool, Track-It! can provide this. We found Track-It! worked around us, rather than us working around it" |
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British Computer Society
Industry: Non-Profit
Website: www.bcs.org
Compliant, in-control and delivering effective support to its users with Numara Track-It!
"Without Numara Track-It!, we would have no chance of responding effectively to the 100 support calls we receive a week" |
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Qurius
Industry: High Tech
Website: www.qurius.com
The IT Helpdesks of Qurius and Watermark work faster, more efficient and user friendlier with Numara Track-It!
"Every IT Manager, employing more than 3 people, who wants to invest in profit, time and efficiency should consider implementing
Numara Track-It" |
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Touchline Media
Industry: Publishing
Website: www.touchline.co.za
Pressing the advantage home with Numara Track-It! to improve helpdesk efficiency
"When we decided that it was time to upgrade, we also considered some other software offerings. Track-It!’s affordability and ease of use beat the competition hands down." |
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Famous Brands
Industry: Food
Website: www.famousbrands.co.za
Upgrades to Numara Track-It! – and enjoying every moment
"We haven’t experienced any problems since implementation – The Track-It! system is stable and reliable. In short – just what I was looking for!" |
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Portland College
Industry:
Website: www.portland.ac.uk
Maximising Ability For Students With Physical Disabilities
"Rather than spend several minutes walking from one part to another – with remote access capability, we can simply log on and solve a high proportion of user issues from the support desk without leaving the department." |
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Snap-on Tools
Industry: Manufacturing
Website: www.snapon.com
Numara Track-It! delivers multi-site auditing and support
"Asset management and associated compliance issues are very high on our IT management agenda." |
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Zoological Society of London
Industry: Non-Profit
Website: www.zsl.org
Numara Software brings an end to monkeying around with IT assets
"Having used Numara Track-It! in a previous job, I knew that I would be able to get the fast, detailed situation analysis that we really needed." |
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Tollbar Business Enterprise College
Industry: Education
Website: www.tollbarbec.co.uk
Cost-effective yet powerful; Numara Track-It is the answer for one of the country’s first Business Enterprise Colleges
"We urgently needed a solution that would deliver efficient software audits, inventory control and help desk administration." |
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OryxAlign
Industry: High Technology
Website: www.oryxalign.com
IT Services company Oryx Align had the need for an effective, simple to use, quick to implement help desk system with asset management facilities to support the needs of external clients, so chose to implement Numara Track-It!
“Using Numara Track-It! has streamlined Oryx Align’s processes, allowing us to easily manage our clients’ hardware on-site, without attending the site and wasting time performing manual audits.” |
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Linc-Cymru
Industry: Housing
Website: www.linc-cymru.co.uk
Social housing provider, Linc-Cymru, needed a practical, easy-to-use help desk solution to replace an expensive-to-renew Manage Engine system, so turned to Numara Track-It! due to its cost-effectiveness, and its ability to log, manage and define calls and manage assets across numerous locations.
“We needed something that enabled us to go out to our line managers with useful information. Management information is important and it benefits the end user at the end of the day. The statistics that come out of it allows us to pick up trends that assist our human resources people in detailing training requirements.” |
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Prudential Assurance
Industry: Financial
Website: www.prudential.co.uk
With a team comprising of just 7 staff supporting 3,500 users, Prudential Singapore needed a help desk system that was more efficient, easy to configure, simpler to use and provided faster service ticket logging for the 60 queries it receives every day. Numara Track-It! came out tops.
“We have been able to move beyond reacting to issues and become more proactive because Numara Track-It! allows us to centrally record and manage issues, distribute workflow and automate processes. Numara Track-It! gives you the tools to efficiently manage people, processes and knowledge.” |
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Friends of the Elderly
Industry: Financial
Website: www.fote.org.uk
Supporting the community using out-of-the-box help desk solution, Numara Track-It!
"As soon as I saw a demo of Numara Track-It!, I knew it was the right product for the charity. Numara Track-It! was extremely user-friendly, which was exactly what we needed. It was not too complicated and it was easy-to-use. Plus, I genuinely liked the staff – who were very knowledgeable when they did a product demonstration." |
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Clarkson Wright & Jakes LLP
Industry: Legal
Website: www.cwj.co.uk
When solicitors Clarkson Wright & Jakes LLP wanted to gain better control over the IT department’s activity and the organisation’s software licences, Numara Track-It! from Numara Software was the ideal solution for its needs.
“We’re really happy with Numara Track-It!. I’ve used other help desk solutions in the past but Numara Track-It! is definitely the best option for us at this time – it’s simple, affordable and provides us with everything we need to deliver an effective." |
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LTT Vending Group
Industry: Vending Supplies
Website: www.lttvending.co.uk
When Leeds-based vending machine supplier, LTT Vending, needed an efficient, cost effective and automated way of tracking requests from mobile users it turned to Numara Track-It!.
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Numara Track-It! is as simple as you want it to be and conversely it can cope with very complicated demands. It provides a whole range of add-on modules that you don’t necessarily have to install and deploy, but it is good to know that you have protected your investment and that the product can scale as your demands grow."
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The National Society for Epilepsy
Industry: Non-Profit
Website: www.epilepsysociety.org.uk
With Numara Track-It!, the National Society for Epilepsy has saved hiring a fourth person into the IT department. It has reduced the help desk call backlog by 100%. NSE is now delivering a faster more efficient service to end-users.
"We are delivering a quicker and more efficient service, and, of course, saving money at the end of the day – with regard to resources." |
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PC Lifecycle Management Case Studies
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Major Global Airline
Industry: Airline
PC Lifecycle Management Solution allows leading airline group to gain control of 50,000+ workstations on the ground. |
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