LTT Vending Group Enhances Mobility With Numara Track-It!
Numara Track-It! helps the LTT Vending Group automate its help desk and enhance mobility.
Reading, UK (February 09, 2010) –
Numara® Software, Inc., a leader in service management and asset management solutions for IT professionals, announced today that LTT Vending Group, a leading UK hot and cold vending machine supplier, has, thanks to Numara Track-It!, been able to close its IT support requests more efficiently with its new automated help desk.
LTT Vending Group has approximately 150 employees across the UK, in both the Leeds Head Office and regional depots, which are supported by a small IT team that manages around 150 IT requests per month. In 2008, it realised it needed a help desk to support the increasing requests across the company.
Jonathan Stannell, IT Project Manager at LTT Vending, said that with mobility being a large part of the company’s infrastructure and the large fragmented workforce, the IT department therefore looked to implement an automated help desk solution to manage these requests.
“The majority of our workforce is mobile, not office-based, plus we needed to support the sales team, the merchandisers and the support workers who actually clean and service the vending machines. We not only needed an automated solution, but also one with a self-service option.
We conducted a lot of web research to assess the different solutions, and then we struck upon Numara Track-It! I downloaded the free trial option and was immediately impressed with the straightforward interface and its ability to support our mobile environment.”
Since the implementation in 2008, LTT has undertaken a full roll-out of Numara Track-It! to all areas of the business and is in the process of getting employees used to the whole idea of an automated help desk and logging calls.
Stannell adds: “You can’t remember everything, so it is helpful to have a centralised knowledgebase to store all the history of problem and incidents which you can subsequently go back to. In September alone we had 146 queries and job tickets raised and this would have been near on impossible to manage without Numara Track-It!”
LTT Vending also uses the product for projects, which helps keep a log of tickets that have been raised with external support companies. For example, LTT Vending has a vending management software solution and if there’s a particular problem with that application, it is logged internally and records are kept of how long it takes the supplier to fix the issue. It has also developed a mobile BlackBerry application for Numara Track-It! so that employees in the field can benefit from using the helpdesk.
“Numara Track-It! is as simple as you want it to be and conversely it can cope with very complicated demands,” says Stannell. “It provides a whole range of add-on modules that you don’t necessarily have to install and deploy from day one, but it is good to know that you have protected your investment and that the product can scale as your demands grow. We’d definitely like to further develop our use of the product and in particular get more people involved in using the Self Service module in the future.”
About Numara Software
With more than 55,000 customer sites worldwide, Numara Software is a global leader in delivering practical, flexible solutions that allow IT organizations to improve service to their end-users. Our integrated IT service management and IT asset management software platforms enable organizations 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.
Source: Numara