National Society for Epilepsy Numara Track-It!
Numara® Track-It!® helps the National Society for Epilepsy (NSE) deliver a more efficient service to end users.
Reading, UK (February 01, 2010) –
Numara® Software, Inc., a leader in service management and asset management solutions for IT professionals, announced today that the National Society for Epilepsy, the UK’s leading epilepsy medical charity, has reduced the time it takes to respond to its help desk support calls and decreased its call backlog by 100 percent – all thanks to Numara® Track-It!®.
The National Society for Epilepsy works for everyone affected by epilepsy through cutting edge research, awareness campaigns and expert care, and with one in every 131 people in the UK having epilepsy, more than 3,500 people go to the NSE for assessment and treatment. Over the last five years, the NSE’s end user base has grown exponentially, along with the number of internal staff, which meant it needed a strong help desk to manage the growing number of incoming IT support requests.
The NSE’s Head of Information and Communication Technology, Avinash Shah comments: “For years we had been using spreadsheets to manage all IT support requests, however it soon became apparent that it was not the most effective way of delivering great IT support. They didn’t have the ability to automate anything, they didn’t put any of the requests into priority order, they didn’t place them into lists and they didn’t accurately show what department had placed the call. We therefore decided to adopt a help desk solution that would help us respond to and effectively manage our service records,” he says.
Numara Track-It! is the world’s most widely installed help desk and asset management solution, and the National Society for Epilepsy chose Numara Track-It! because it was cost-effective. “As we are a non- profit organisation, affordability was top of our list, and from what I had seen and read, Numara Track-It! appeared to be simple, affordable and would provide us with most things that I felt we needed to deliver as an IT department,” says Shah.
He added that the implementation process was quick, easy and painless: “The whole process was surprisingly simple. From the time we decided to purchase Numara Track-It! to the time it was implemented, it was a very short and easy process. We prepared our data and asset information and then passed it on to Numara Software, and they compiled it all together, came to our site and installed it within a day. Three of us in the IT team received great training from a Numara Software consultant and the following day we were working with the application.”
More recently NSE has upgraded to new versions (version 8) of the product. “We have been impressed with how Numara Track-It! has helped us keep our support calls under control. We receive around 20 calls per week, and prior to using it we had a call backlog of around 10 calls per week. However we don’t have one now, because Numara Track-It! manages it all. So, effectively it’s reduced our call backlog by 100 percent.
“It also helps us to identify repeat support requests. This is great for decreasing resource time spent on support calls, meaning we are delivering a quicker and more efficient service, and of course saving money at the end of the day in regards to resources.”
He added: “There is a team of three of us in the IT department who provide support to approximately 350 members of staff at the NSE. In terms of our assets, we have 220 computers and 75 printers that we actively look after, and need to track and support. Numara Track-It! has allowed us to save on resources – without it, we would almost certainly need an extra person in our team to manage the support calls.”
Numara Track-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 solution. For more information on Numara Track-It! please visit www.numarasoftware.co.uk.
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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