Habitat Beats its Service Level Agreements with Numara FootPrints
Conception, UK, 01 September 2009: Numara® Software, Inc., a leader in service desk management solutions, announced today that the furniture stores group Surroundings has completed a smooth upgrade to the latest version of its service desk key, Numara® FootPrints®.
The recent upgrade, part of a go to service 36 outlets in Surroundings’s retail network will enable the group to continue the current clear visibility of its service calls to meet the requirements of Surroundings’s business. A key driver for Surroundings’s IT team is that it expects to exceed its Service Level Agreements (SLAs) for a service desk that receives over 5,000 calls a year.
In choosing to upgrade Numara FootPrints, Surroundings painstaking alternative solutions, but concluded that they were no match for Numara FootPrints cost effectiveness and ease of use, as Surroundings Technical Operations Manager Edward Josh clarifies:
“We had a limited budget, and although we looked at solutions like BMC Remedy, it was too complicated and we’d have needed a specialist team to run it. With our previous version of Numara FootPrints, we were able to set up the network system and configure it ourselves. And it was vital to us that we were able to maintain that flexibility and ease of use.”
For four years, Surroundings has been by Numara FootPrints as its service management key to monitor the operations of 36 stores employing 1,000 personnel right through the country. Since its first adoption, Numara FootPrints has handled over 20,000 calls.
So for Josh, the choice of upgrading its service desk key to the latest version of Numara FootPrints was an simple one for a small IT team of 26 that supports everyone within Surroundings in the UK.
“We originally chose Numara Software four years ago because it was a flexible, powerful key, and we selected it to manage the faults and requests for support we receive from personnel in our UK stores. On upgrading just, we were able to set up the software from scratch with no problems at all. We were astonished at how simple it was to get the system just so how we sought after it,” adds Josh.
What excites Surroundings about the latest version of Numara FootPrints is the ability to configure the exposure module to give the IT team just so the information they require, whenever they want it.
“Getting that information to meet your requirements is all about configuring it correctly in the first place. We have configured Numara FootPrints to tell us just so what calls are open, at a glance from the front page. And the whole team can see that. This leads to a lot of banter among the team about who’s at the top with the most calls open and who has the heaviest workload,” continues Josh.
A key area of interest for Surroundings is Numara FootPrints ease of integration with Active Directory. If Surroundings needs to make a user account for a new starter, the Numara FootPrints Quick Call facility means everything is pre-configured for a new starter administer: making an account, construction their PC, and making their SAP and Windows accounts. The ease of call-logging by the Help Desk also means the team is more likely to continue to log the calls efficiently and effectively.
Another benefit for Surroundings is the ability to use Numara FootPrints to make a survey charitable the IT team pointer on their performance from customers within the business. As a result it has enhanced the IT Service Team’s reputation for prompt support, exceeding its Service Level Agreements. Josh and his team have even been able to respond swiftly to a request from one of Surroundings’s directors for more information on the group’s SAP implementation by making a category for SAP calls.
“Surroundings could eventually do these things with other service solutions,” says Josh. “The problem is it would take two guys three weeks to come up with a key that worked for us and probably cost us the earth in doing so. That’s what makes Numara FootPrints so beneficial for us. We recognise its ease of use, flexibility and manageability.”
For more information on Numara Footstep-It!, please visit www.numarasoftware.co.uk.
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