Friends of the Elderly selects Numara Track-It! to automate user requests over multiple sites
Numara Track-It! enables charity to save on recruiting a third person into the IT department
Reading, UK (January 18, 2010) –
Numara® Software, Inc., global leaders in service desk and asset management solutions, announced today that Friends of the Elderly, a UK charity offering high quality residential and nursing care homes, as well as a range of community services to older people, is relying on Numara® Track-It!® to provide help desk services to resolve over 120 monthly support calls across the charity’s diverse facilities..
This year, Friends of the Elderly, an established Numara Track-It! user, upgraded to the latest version of the product, Numara Track-It! 9, having been extremely satisfied with previous versions. This further investment is a significant step for a charitable organisation where any cost is scrutinised vigorously.
Typical queries that the charity deals with vary from issues with internet connections to problems with PCs not working, and requests can fluctuate a great deal from minor to major incidents. Using Numara Track-It! has meant that the organisation’s help desk can now cost-effectively meet the many and varied support needs of its users spread across various care homes, day centres and home visit centres scattered around the country, as well as a number of different office support sites, plus the main building based at Victoria in London.
Prior to using Numara Track-It!, the charity relied on a manual system that consisted of 3M(TM)Post-It Notes® and a manually updated spreadsheet. Wayne Low, ICT Officer for Friends of the Elderly comments:
“We had all these requests coming at us from every direction but had no way to track, log or monitor calls, unless we relied on a paper system combined with email which was proving pretty cumbersome and inefficient. With only two people supporting all these users, we knew that we either had to purchase some technology to help us or we needed more resources, as we were fire-fighting on a daily basis. I knew there must be some automated help desk technology that we could install and I looked at a couple of systems, including one from Sun Microsystems but nothing grabbed me – plus they were expensive and complicated.”
Four years ago, Friends of the Elderly decided to opt for Numara Track-It! after being impressed by the ease of use and simplicity of this out-of-the-box service management and help desk solution. Wayne Low adds:
“As soon as I saw a demo of Numara Track-It! I knew it was the right product for the charity. Numara Track-It! was extremely user friendly which was exactly what we needed. It was not too complicated and it was easy to use, plus I genuinely liked the staff, who were very knowledgeable when they did a product demonstration.”
Today, Numara Track-It! handles all the charity’s help desk and service requests. With over 500 users and only two people in the IT department, Numara Track-It! has become indispensible. In terms of benefits, these have been in abundance with Numara Track-It! providing everything from incident and problem management through to asset management, software licence management, training, knowledge management and an asset library as well.
The recent upgrade to the latest version means the charity can now take advantage of enhanced performance optimisations, change management, and expanded support for ITIL. The charity is delighted with its newly upgraded help desk and is particularly keen to investigate remote access and self service. Wayne Low comments:
“Our requirements are relatively simple. I have never felt the need to look elsewhere. Numara Track-It! has everything we could possibly wish for and does exactly what it claims to. With Numara Track-It! we have increased visibility and control at a price that is sensible and I might add was easy for us to push through the approval process. Numara Track-It! delivers integrated, centralised support all in a single tool. Without it I would be looking for another member of staff.”
About Numara Software, Inc.
With more than 55,000 customer sites worldwide, Numara Software is a global leader in delivering practical, flexible solutions that allow IT organisations to improve service to their end-users. Our integrated IT service management and IT asset management software platforms enable organisations to efficiently automate a wide variety of IT related tasks and processes using interoperable solutions from a single, proven vendor. Widely known for our dedicated focus on ease of use and affordability for our customers, our IT solutions deliver fast time-to-value, increased control, and reduced risk for small businesses to large companies. For more information, visit: www.numarasoftware.com
For further information:
Paula Elliott
C8 Consulting Ltd for Numara Software
+44 (0) 118 9001132
paula@c8consulting.co.uk
Source: Numara