The Royal Society for the Protection of Birds has selected Hornbill Systems’ Supportworks IT Service Desk platform to manage IT support for its four national offices, 10 regional offices and more than 180 nature reserves.
The bird protection charity has 1,500 staff, who make more than 1,200 calls a month to the RSPB IT team. The new platform will replace the existing helpdesk system, which was too costly to upgrade to meet new business processes.
Hornbill’s consultancy team has developed a tailor-made “next contact date” traffic light system to enable RSPB helpdesk staff to keep IT users informed of the status of their help requests within pre-agreed times. The system will also provide bespoke reports on service performance.
Cathy Green, IS Manager at the RSPB, said, “Until we had Hornbill's system we had no way of really managing our next contact date promises with customers. With the traffic light system, analysts can see at a glance which customers they need to give an update to.”
Appropriately, given the charity’s mission, Hornbill is also the name of a group of large-beaked birds, many of them endangered or protected species.