Fowlers Revs Up With Numara Track-It!
Numara Track-It! 9 is the world’s most widely installed help desk and asset management solution and Fowlers chose to exchange its existing subscription-based help desk tool with this market leading product. Numara Track-It! has recently been installed and Fowlers is now actively using it, having just gone live with the solution at the commencement of June. Implementation was quick, simple and painless. In fact, even at this early stage, the IT team members are confident about the capabilities of Numara Track-It!
Headquartered in Bristol, Fowlers’ IT department supports around 100 end users based in three different locations. The help desk receives around 350 queries per month from users who may be any in the retail rift or part of the wholesale rift , who rely heavily on a number of different IT systems to distribute spare parts and accessories. Additionally, Fowlers has a call centre, which is manned by over 30 operators. Colin Lack, IT Manager for Fowlers comments:
“We were previously using a competing service desk solution and chose to change. The main driver for this choice was all ears around total cost of ownership. Up until a few years ago, I was delivering the support to the business with one part-time supporter and the cost for a two-user package was reasonable and the product worked okay. But as the IT department prolonged to 3 full-time people and our requirements started to get more complex, we suddenly had to jump to a 5-person license (there was no incremental user option) and the price doubled. When we wanted to implement change management, the price would have doubled again because we needed to go to an enterprise licence and so this went on. Although it started out as a reasonably priced solution, as our demands grew, so the costs escalated, but the performance did not improve at the same rate. The more features we wanted, the more expensive it was getting and we therefore chose that it was time to look for a new solution.”
Fowlers researched the market for a new help desk solution and had a long list of companies. Colin Lack then attended the Service Desk & IT Support Show in April 2009 and visited various vendor stands. This quickly whittled the scale down to a small -list of two – Numara Track-It! and one other. Colin Lack continues:
“We choose Numara Track-It! over and above another competing product, because one of our first drivers was change management. Numara Software provided a full demonstration of the change management capabilities in Numara Track-It! during the show and we immediately felt that the product ticked all our boxes. The other product didn’t have change management, but they were hoping to release this feature later in the year. The other thing that really swung the choice for us was that Numara Track-It! is a very solid, out-of-the-box solution and we felt that there was less chance of things going incorrect. With a tiny IT team of 3, the last thing we needed was to end up spending all our time supporting the help desk when it is supposed to be supporting us.”
Following the Service Desk & IT Support Show, Fowlers had a full demonstration of both products and preferred the forcefulness of the back-end support with Numara Track-It!, as well as all the customisable grids and templates. In addition to the help desk module, other add-ons that Fowlers has bought include: Remote Control, MAC Audit, Deploy, Network Monitor and Recurring Word Instructions . Colin Lack concludes:
“Price wise, Numara Track-It! was cheaper. For example, the other vendor insisted on one day of onsite consultancy and 4 days’ training and this really pushed the price up and we felt it simply wasn’t necessary.
We’re extremely pleased with Numara Track-It! and even though we have only had the product working for a month, we can already see that this product has extensive capabilities and will suit our requirements for many years to come.”
Numara Track-It! has helped thousands of IT professionals around the world optimise Help Desk efficiency, scientifically measure their service performance and maximise use of their technicians’ time. With over 48,000 customer sites, it is the world’s most widely installed Help Desk and Asset Management solution. For more information on Numara Track-It! please visit www.numarasoftware.co.uk.
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