With FrontRange IT Service Management, and a best practices approach, Balfour Beatty Construction effectively launched a centralized, ITIL compatible service desk in less than six months.

With four key local government contracts, Blacktop faced a challenge in the data capture of road faults in the field; prioritising, managing and reporting on the status of repairs; and tracking actual performance against contractual requirements.

With over 650 trained personnel across 13 sites in Australia and New Zealand, Collection House faced a challenge in logging and tracking changes within its human resources (HR) department.

As Matthew Thomas, CIO of Collection House, explains, “Until six months ago, the HR department used a combination of email and manual paperwork to log and track internal calls and personnel changes.

The systems and processes supporting DVS no longer reflected the size our Wellington customer base had reached or the mix of products on offer. We had huge amounts of knowledge but no central repository for it. The whole customer contact process really didn’t mirror the rapidly increasing business that we were actually supporting.  DVS wanted to find a solution whereby they could track prospective customers from the moment at which they responded to an advertisement and commenced a conversation with their staff.

With the service desk receiving high volumes of calls, Foodstuffs’ IT support team faced a challenge analysing incident data to identify patterns that might point to an ongoing bottleneck or problem in the retail market systems.

Until October 2005, all IT services for the Group, including support and maintenance, were outsourced to a local IT support company. At this time, however, the decision was taken to move the IT services function back in-house.

With the broadening of its product portfolio over a number of years, the consumer relations department at Greens Foods faced an increasingly varied range of inbound customer requests, questions and feedback by phone, web form, mail and fax.

With continual pressure from business decision-makers, Henan CCB needed to efficiently manage and improve the company’s existing IT systems and customer service requirements quickly. It was also tasked with the collection of operational data and data analysis, while dramatically improving service quality and efficiency.

 

Today, the LTSA’s 130 customer service representatives at the organisation’s Transport Registry Centre in Palmerston North typically field around 27,000 calls a week from consumers querying everything from driver licences and vehicle registration to truck drivers who pay road user charges for diesel tonnage payloads.

In addition, the LTSA’s IT support and service desk teams field around 800 calls each month from a network of 11 LTSA sites around the country. Tracking all these calls, whether they are received over the phone or via email, IVR and fax, has been handled by FrontRange HEAT® software - now entering its second decade of support for the LTSA’s IT department headed up by Maurice Job, IT Services Delivery Manager.

Following a competitive tender, Leighton Contractors selected FrontRange Solutions’ IT Service Management solution. The key differentiators of FrontRange ITSM were its speed of adoption and competitive pricing.