IDBS Improves Global Helpdesk’s Customer Service with Hornbill’s Supportworks
27 February 2008 12:31
Leading provider of software solutions to the life sciences industry increases customer satisfaction with improved call management and customer self-service.
IDBS, the independent software vendor (ISV) specialising in drug discovery solutions, has selected Hornbill’s Supportworks to provide support services to customers of its data management software. The IDBS customer support team will be using Hornbill’s solution to support thousands of users at over 250 companies using its software. Using Supportworks, IDBS expects improved customer satisfaction through a more efficient customer service.
IDBS selected Supportworks from a shortlist of five other suppliers for the solution’s out-of-the-box functionality, open integration capabilities and ease of configuration. Particular features that the Support team required included integrated and automated email, workflow functionality, knowledgebase and SelfService portal.
According to Adam Paton, Customer Support Manager at IDBS, "Hornbill’s Supportworks provides us with a powerful tool to support our business goals. We wanted to provide our customers with improved access to information and a much better support service."
"Supportworks will enable us to respond very quickly to customer queries and track them to resolution. It has all of the features that we need – the ability to customise it to meet our specific requirements will help us meet our goal of providing a more comprehensive, accessible service to our global users via the SelfService portal and knowledgebase."
Supportworks is not just used for call tracking, but has been integrated into the company’s work processes. Incoming calls will be logged against IDBS’ software versions, enabling the team to quickly pinpoint and resolve issues relating to specific software releases. Problems that are recorded by the support team will be passed to the development team for resolution and then routed to the testing team for confirmation that the issue has been resolved. The automated workflow will enable calls to be effectively tracked throughout the support and development lifecycle, improving response to customers.
The IDBS team has also populated the Supportworks knowledgebase with technical documents, frequently asked questions and support documents addressing known issues. These documents are accessible through the SelfService portal, which has been customised to reflect IDBS’ corporate branding with the goal of providing a ‘one-stop shop’ for customers.
Gerry Sweeney, CEO of Hornbill Systems commented, "IDBS provides software applications that bridge the gap between IT and science. Their customers require support that varies from simple usage queries to complex technical issues. Supportworks has been designed to provide a comprehensive tool for ISVs to track and resolve service requests, streamline workflow and improve communication with customers, leading to increased satisfaction and customer retention."
For more information on this company:
IDBS - Drug Discovery Software Solutions - Bio and Cheminformatics Data Management
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