North Wales Hospital Group Selects LiveTime to Centralize Help Desk Team and Reduce Case Loads
Fast, simple implementation brings rapid rewards to Conwy & Denbighshire NHS Trust
Cheltenham, UK (PRWEB) October 12, 2004 -- Leading web-based helpdesk
management tool, LiveTime Help Desk has been successfully implemented by Conwy
& Denbighshire NHS Trust (C&D). According to figures published in a new
case study released today, LiveTime Software’s pure internet help desk solution
has provided significant return on investment (ROI) over the past six months,
reducing unresolved calls by 90%.
Replacing a previously outsourced
service, C&D deployed LiveTime earlier this year to power its IT help desk
team who are responsible for supporting over 6000 users at 60 Sites around North
Wales. The task of bringing the C&D help desk in-house required support
staff to learn a new product, adjust to new management, work new shift patterns
– all in a new location. These major challenges made the flexibility and
intuitive workflows of LiveTime crucial to the success of the
project.
"On viewing LiveTime, we were immediately attracted by the
product’s ease of use and reporting features," said Anne Martin, Support
Development Manager, C&D NHS Trust. "The IT team were also very impressed by
the product’s efficient call logging and management, and the pure internet
architecture based on standard technologies." Ms Martin reports that since
converting the help desk to LiveTime, open calls have been reduced from over
1,000 to no more than 100. C&D have also been able to capitalize on
LiveTime’s open architecture by implementing links with internal asset
management and HR systems.
"With LiveTime, C&D were able to meet
their most important goal of smoothly bringing the new IT help desk up to speed
within three months – from initial workflow analysis, through a complete asset
audit right up to decommissioning the outsourced service," explained UK-based
Mike Fellows, Vice President of European Sales for LiveTime Software. "Due to
the solution's ease-of-use and flexibility, C&D has also saved money,
increased employee efficiency and improved case close rates."
Ms Martin
commented that, as a manager, she never used the old system but often uses the
accessible reporting tools that are an integral part of LiveTime Help Desk.
“Being able to generate my own reports quickly and easily has been a great help
with managing support calls and the support team.” In reference to LiveTime’s
approach to customer service and support, she emphasised that it is, “refreshing
to work with a company that is listening.”
About LiveTime
Software
Headquartered in Newport Beach, California, LiveTime Software, Inc.
is a vendor of J2EE-compliant, web-based service desk, help desk and support
automation software for medium to large enterprises. Many global 2000
organizations and educational institutions use LiveTime’s vendor-neutral
solutions to lower their costs and improve customer satisfaction. Founded in
1999, LiveTime Software is a privately held firm with offices in the United
States, Australia and the United Kingdom.
For more information visit www.livetime.com
Media
Relations contacts
Europe: Mike Fellows
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Suite 5, 107 Promenade,Cheltenham, GL50 1 NW, United Kingdom
Phone:
+44 (0) 1242 580090, Fax: +44 (0) 1452 700150
USA: Bill Gram
Reefer
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Suite 255, 4100 Newport Place,
Newport Beach, CA 92660, United States of America
Phone: +1-949-752 1660,
Fax: +1-949-752 1649
Asia Pacific: Kerry Butcher
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Level 5, 22 William Street, Melbourne, VIC 3000,
Australia
Phone: +61 3 9620 7588, Fax: +61 3 96207533
LiveTime and
the LiveTime logo are registered trademarks of LiveTime Software, Inc. Other
company and product names may be trademarks of the respective companies with
which they are associated.
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Source : http://www.prweb.com/releases/2004/10/prweb167059.htm