|
|
 |
The Conservatives were also determined not to duplicate existing contact information and the integration with MS Exchange and Active Directory also helped drive them to choose SupportDesk. Richmond’s self-service portal, which allows user to log and track their own calls, was able to improve the service the CCHQ helpdesk delivered to constituency offices by empowering users and in turn this led to a reduction in the workload of the helpdesk so freeing up resource to focus on fixing issues rather than having to continually provide feedback to users. |
Installation was rapid, with initial discussions taking place in March 2008 and the system being rolled out in May of that year. Speed to delivery was aided by the SupportDesk’s team working closely with the Conservatives in-house team; the ease of configuration; expert consultancy from Richmond Systems and out-of-the-box best practice processes.
Anne Nunen - Director of IT
“The bespoke system we were using, whilst adequate, was not compatible with our desire to adhere to industry defined best practice. Richmond’s consultancy was key in ensuring a successful implementation with the core ITIL processes already in place so saving our valuable internal resource. The web portal and integration with Exchange and AD has helped us deliver a seamless IT support experience, regardless of the location of our staff. We continue to develop and improve our knowledge base and in turn the service that we are able to offer our users and with SupportDesk this has all been made possible.”
