Founded in the UK in 1998, figleaves.com is an online retailer of branded intimate apparel, including underwear, swimwear and nightwear for men and women. The company expanded into the USA marketplace in 2004. . | |
However, the company’s existing in-house call logging system was proving difficult for the Service Desk to prioritise the diverse range of support requests. Furthermore, the system did not enable management to monitor how much time was being spent on particular issues or, crucially, to assess which systems were proving costly to maintain. Integrated Service Desk According to Paul Kennedy, Technical Operations Manager at figleaves.com, “Using the previous system, support personnel were working to a long list of requests rather than clearing priorities. They couldn’t automatically assess the importance of each call or relate its impact to business needs. It became obvious that we needed a more flexible Service Desk solution. “Having carefully reviewed the market, we selected infraEnterprise Service Management software because it represented good value for money in terms out-of-the-box functionality and scalability to future needs. “Infra also provided easy plug-ins to third party technology: for example, the system’s easy integration with Active Directory allowed a single sign-on, which is more convenient for users and of course, much simpler to maintain.” Easy Implementation According to Kennedy, “Infra produces a summary of how exactly how our time is being spent. Not only does this make it easier to identify training needs, but it also enables the department to make a strong business case for extra resources or system upgrades if required. For example, using statistics from Infra, we have identified that supporting the in-house logistics system is proving relatively expensive, allowing us to take steps to rectify the situation.” Increased Customer Satisfaction Over 90 per cent of service calls are now logged through the Infra Customer Portal. When logging a call, users can now highlight the impact of an issue, indicating whether it affects a single online customer, multiple customers, or the entire operation. The Service Desk can then respond with email updates on the status of their request. Being able to deal with queries in order of impact and urgency has boosted departmental efficiency significantly. “‘Reliability’ is a figleaves.com brand value, and one that the Technical Operations team strives to achieve through continuous improvement to service delivery,” comments Paul Kennedy. “Prior to implementing Infra we surveyed our users to see how satisfied they were with the services we provided. We achieved a rating of 6.5 out of 10. Just three months later, in October 2006, this rating had gone up to an 8 – a significant improvement and well ahead of expectations.” Meeting Business Needs As a global operation, with sites both in the UK and the USA, figleaves.com uses time-zoning within infraEnterprise to automatically log internal Incidents with their associated SLAs, while applying global SLAs to the website. There are plans to introduce automated SMS alerts for out-of-hours callouts for website support in the near future. Enhancing The System Paul Kennedy concludes, “Thanks to the new Infra system, we are able to run an extremely efficient Service Desk. We have a much better view of how issues are likely to impact the business, and can ensure that we target our resources appropriately. Publishing Service Level Agreements has also helped us to align our services with business needs.” “We began our search looking for a comprehensive solution that would meet our needs straightaway and in the future, and infraEnterprise proved a perfect fit. We are absolutely confident that we made the right decision in choosing Infra.” |
Published: Wednesday, January 31, 2007
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