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Tricostar Case Study
Debenhams


The client
The human resources department of Debenhams, the nationwide department store.

The challenge
Dominic Nash of the HR team says: “We needed an internal service centre to handle all our human resources requirements – everything from registering new starters, to sorting out training courses or pay rises.”

The solution
c.Support – a strategic helpdesk application that keeps users and systems productive by enabling them to answer calls, resolve issues, anticipate events and prevent problems.

The key outcomes

Flexibility
“We needed a system that we could tailor to suit our specific requirements and the wide variety of information we need to manage. c.Support has done this for us.”

Support
“Tricostar have been extremely supportive and quick to respond. They met our initial short deadline and are always there for support if we need them.”

Monitoring and Feedback
“It allows us to monitor trends and issues which in turn means we can respond quickly and provide any relevant feedback to departments within the company.”

Ease of Use
“One of the biggest advantages to us is that it is incredibly easy to use. We have been able to train a large number of people and the simplicity means users can get to grips with it very quickly.”

The final word
“Quite simply, c.Support is a high quality product. It allows us to operate an efficient service across a large group of people. It is also a source of valuable information in allowing us to monitor trends which means we can respond efficiently.”

 
"c.Support has been so successful in increasing the efficiency of our support requests handling that we are using it more and more each week."
Nick Pearce, ICT Support, Gloucestershire City Council
"We looked at a variety of systems, and after a lot of consideration, Timebase Case Management was selected. We needed a service which is highly flexible, yet easy to use and Timebase Case Management met all those requirements. Additionally, as we have worked with Tricostar for many years, we were confident of the level of support and service they provide."
Paula Swan, Support Services Officer at Doncaster Metropolitan Borough Council.

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