One of the top legal firms in the UK, Addleshaw Goddard delivers client services through four divisions located in three offices in London, Leeds and Manchester. By ensuring that fee-earning staff and partners are able to do their jobs to the very best of their ability, with as little distraction as possible, not only will the firm provide excellent services to its clients but it will be able to grow and meet its goals. With this in mind the IT Department recently upgraded its Helpdesk call resolution targets from 4 hours to just one hour for 95% of calls. Addleshaw Goddard uses Hornbill's Supportworks platform for managing and monitoring all Helpdesk calls.

Hornbill Systems' Supportworks platform is being used by Addleshaw Goddard, one of the top legal firms in the UK, to underpin its latest initiative to provide excellent customer service. Addleshaw Goddard has cut its call resolution targets for its IT Support Service helpdesk from four hours to just one hour. The reduction is due to customer demand, and is part of a range of policies put in place to help the firm attract and retain the best people so that it can achieve its goal to become one of the top 15 law firms within the next five years.

Hornbill Systems supplied its Supportworks system to the Midas Group, independent providers of construction and property related services. The Midas IT team of just seven people provides frontline, remedial and proactive support for over 420 users across eight different locations, using Hornbill's Supportworks helpdesk management system. Midas chose Hornbill's Supportworks for its ease of use and functionality to replace the existing method of logging calls on an Access database. 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.

Schering-Plough is a worldwide pharmaceutical company committed to discovering, developing and marketing new therapies and treatment programs that can improve people's health and save lives. Schering-Plough (Avondale) Company have always invested in technology to support their research and development programmes so their choice of IT helpdesk was a critical decision to take. During the extensive evaluation it became immediately apparent that Supportworks from Hornbill Systems Limited had distinct competitive advantages in terms of functionality, performance and cost. Upon winning the tender Hornbill Systems worked with its lead partner in Ireland, IT Europe, to manage the sales and implementation processes.

Middlesbrough Primary Care Trust was established on 1st April 2002 and is the largest PCT in the County Durham and Tees Valley Health Authority area. With many critical IT projects underway, supporting users both in the early stages and on an ongoing basis is vital to the smooth running of the Trust's healthcare service. Recognising this, Middlesbrough PCT has installed Hornbill's Supportworks to enable its IT helpdesk to support over 1800 staff located across over 50 sites. The PCT selected Hornbill's Supportworks for its ease of use and its web-based functionality.

Drew University, located in northern New Jersey, has an enrolment of approximately 1,900 students, the majority of whom live on campus. Over the years, the growth of a campus-wide computing network has significantly increased demands on Drew's IT support services. From initially simply tracking student computers taken in for repair, the support required has grown to fully supporting hardware, software, classrooms and LAN and wireless networks. To manage its inventory and support its 2,200 technology users including staff and students across campus using some 3,000 computers, the University has selected Hornbill's Supportworks helpdesk management solution.

Since its formation 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. Initially using an Access database to log and track calls, the IT team quickly found that it required a more affective tool to manage its growing IT infrastructure and users. Reviewing support systems on the market, the IT team chose Hornbill's Supportworks for its ease of use and comprehensive functionality. Midas Group IT department promotes efficient working using Hornbill's Supportworks helpdesk management solution.

To help the IT systems run as efficiently as possible at the Salt Lake City Games a problem management system was used. Any incidents arising could be dealt with as soon as possible. However the product used lacked flexibility, as it was originally configured for a corporate environment and was proving expensive to customise to meet the requirements for Games-time operations. After the Salt Lake City Winter Olympic Games, the Atos Origin Operations Manager set about researching an alternative product. After a detailed procurement process in which several systems were evaluated, Hornbill's Supportworks was selected. Hornbill's Supportworks has provided Atos Origin with the best of all worlds.

Auckland University is to drop its Heat helpdesk support system in favour of Infra, a web-based system already in place at Victoria University. It was a choice between upgrading Heat and going to the market in search of a new system. Price-wise, Infra and Heat are similar, but Infra was better suited to the university's Oracle environment. Heat runs on Sybase at Auckland, but the university's preference was for the new helpdesk system to run on Oracle.

Staying at the cutting edge of information technology is vital for a successful educational institution such as the University of Exeter. With the helpdesk looking after the needs of 17,000 end-users, the time was recently deemed right to take an educational tour of the products available. Supportworks from Hornbill Systems was downloaded from the Hornbill web site and the server and the client installed enabling testing after just a few hours. The system's 'quick-log' facility dramatically shortened call handling times. Supportworks has also been integrated into the central helpdesk mail account.