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Shere Ticketing Systems Keeps Machines Ticking Over With Hornbill United Kingdom - May 14, 2008 - Shere Booking and Ticketing Systems has selected Hornbill’s Supportworks, the service desk management solution for its customer service desk. Shere developed the FAST range of self-service ticketing systems that you find in most railway stations and airports in the UK. They supply bespoke machine versions to more than 26 train operating companies and airlines, as well as self-service reception kiosks for hotels. Hornbill’s Supportworks is used by over 16 support desk engineers to track calls at Shere’s support. The team are supporting more than 1200 self-service machines installed at client sites nationwide. Since implementing Supportworks, Shere has seen improved productivity and efficiency of its engineers, as well as the ability to meet and exceed stringent SLAs, avoiding sometimes significant financial penalties. 
A key driver in the selection of Hornbill’s solution was to allow Shere to optimise their ability to meet it’s Service Level and contractual obligations associated with each customer contract. The SLAs are specific to each client, with an SLA matrix automatically determining the severity, chargeability and regional allocation. Any problems that arise with these machines need to be dealt with quickly to avoid penalty charges being incurred. The automation is key to achieving this. According to Dave Webster, Support Manager at Shere; "For our clients, being able to provide tickets and handle payments is a critical part of their business. The machines that we provide account for almost a billion pounds worth of business annually. "Our core business is developing and providing self-service ticketing machines, and we wanted to concentrate on this. We recognised that we required a reliable, efficient service management system to support our customers and rectify problems when they occur, and Hornbill’s Supportworks met with all our criteria." The customer support desk resolves 60-70% calls remotely, says Webster, and over 50% calls are rectified on first contact. When a call cannot be resolved, the area supervisor is contacted who can access the details via a handheld PDA and send the location and nature of the problem to the nearest engineer. The engineer then updates and closes the call. Supportwork’s open architecture enabled easy integration with the system monitoring solution, Insight. Insight provides a traffic light system (green, amber and red) that alerts Shere to machine status in real time. This is linked to Honbill’s Supportworks solution, which in turn advises customers of the call status and resolution progress. Gerry Sweeney, CEO of Hornbill Systems commented, "Shere have built their business on providing and supporting efficient, reliable machines that sell tickets, these machines are critical to the success of their clients’ business. The open nature of Supportworks ESP and our ability to build a fully integrated solution with the minimum of fuss gives Shere a real edge. This is one of the many excellent examples of Supportworks in action in an environment that is different from your run-of-the-mill IT Service Desk, I am very proud that Hornbill has the opportunity to work with Shere and in some small way help them achieve their objectives." Hornbill Systems delivers Service Management solutions that enable organizations to automate business processes and provide good customer service. Hornbill has packaged a number of applications designed for rapid deployment within any employee or customer service support environment. Solutions are available for IT Service Management, Facilities, HR/Payroll, as well as a broad range of Business, Consumer and Citizen Response service desks.
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