Fowlers Revs Up With Numara Track-It!
Conception, UK, 10th August 2009: Numara® Software, Inc., a leader in help desk management solutions, announced today that Fowlers, one of the longest established businesses in motorcycling, bluster a multi-franchise dealership selling, servicing and repairing new and used motorcycles and scooters, has chosen to implement Numara® Footstep-It!® 9.
Numara Footstep-It! 9 is the world’s most widely installed help desk and asset management key and Fowlers chose to replace its existing subscription-based help desk tool with this market chief product. Numara Footstep-It! has just been installed and Fowlers is now actively by it, having just gone live with the key at the beginning 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 Footstep-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 either in the retail division or part of the wholesale division, who rely heavily on a number of different IT systems to deliver 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 by a competing service desk key and chose to change. The main driver for this choice was focused around total cost of ownership. Up until a few years ago, I was delivering the support to the business with one part-time assistant and the cost for a two-user package was reasonable and the product worked okay. But as the IT department expanded to 3 full-time people and our requirements ongoing 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 sought after 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 ongoing out as a reasonably priced key, as our demands grew, so the costs escalated, but the performance did not improve at the same rate. The more features we sought after, the more expensive it was getting and we therefore chose that it was time to look for a new key.”
Fowlers researched the market for a new help desk key 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 choice down to a small-list of two – Numara Footstep-It! and one other. Colin Lack continues:
“We choose Numara Footstep-It! over and above another competing product, because one of our original drivers was change management. Numara Software provided a full demonstration of the change management capabilities in Numara Footstep-It! during the show and we at once 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 Footstep-It! is a very solid, out-of-the-box key and we felt that there was less chance of things going incorrect. With a small IT team of 3, the last thing we needed was to end up costs 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 robustness of the back-end support with Numara Footstep-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 Orders. Colin Lack concludes:
“Price wise, Numara Footstep-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 Footstep-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 Footstep-It! has helped thousands of IT professionals around the world optimise Help Desk efficiency, systematically 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 key. For more information on Numara Footstep-It! please visit www.numarasoftware.co.uk.
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