Increasing Demand for South Gloucestershire's Helpdesk Requires Extra c.Support Licenses

31/05/2006

A local authority, which purchased Tricostar’s helpdesk solution in November 2005 to enhance their customer relations, has ordered an extra 15 licenses to help deal with the ever increasing 12,000 calls a year.

South Gloucestershire Council originally purchased c.Support to deal with more than a thousand calls a month. The implementation has proved so successful that the council have decided to expand the use of c.Support throughout the IT support department for schools.

The IT helpdesk solution, bought to handle support requests for the authorities 120 schools and numerous youth centres, was being used by 25 support staff but as the importance of c.Support grew, so did the need to expand.

“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,” commented Nick Pearce, ICT support officer at South Gloucestershire council.

“Our old system, which had been in place for many years, was failing to cope with our demands. Having c.Support made us further realise the importance of having a fully functional helpdesk system. Therefore, ordering more licenses and expanding our use was an easy decision to make.”

Jeff Lawler, Tricostar’s General Manager, said: “We are delighted that South Gloucestershire council have found c.Support an invaluable tool in improving their support service and by ordering an extra 15 licenses, they have highlighted the importance of having a flexible system capable of handling the most demanding support environments.

c.Support was developed by American based GWI to enable organisations to run an internal or customer facing helpdesk and is designed to fit any operation and infrastructure.

About Tricostar

Tricostar is a leading developer and supplier of practical and workable web based management solutions for the public and corporate sectors. Since formed in 1989, Tricostar has gained a reputation for quality, reliability and innovation.

c.Support is just one of the specialist products that Tricostar offers to the public sector. The portfolio also includes; Tricostar Children’s Service Evaluation System, the web based solution, based on the Joint Area Review and Annual Performance Assessment inspection framework, that helps local authority Children’s Services departments evaluate their performance against the Every Child Matters outcomes, and Tricostar School Self-Evaluation system, that gives schools the tools they need to objectively evaluate their performance against Ofsted’s criteria.

More information about Tricostar’s products can be found on the Tricostar website.