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Don Pitts, Business Manager, Legal Services, The Royal Borough of Kensington and Chelsea
"We looked at a variety of systems, and after a lot of consideration, Timebase Case Management was selected. We needed a system that offers a high level of flexibility including remote working, yet is intuitive to use and is backed up by solid implementation and subsequent support, 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. As it transpired this was well founded as contracts were signed at the end of November 2007 and by the end of March all 60 fee earners were working with Case Management on an externally hosted Tricostar server."
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Tricostar Help MandM Direct Improve Quality of Service for Internal Clients with c.Support HelpDesk

16/04/2007

M and M Direct, an online fashions and sports brand retailer, has turned to Tricostar to supply them with a helpdesk solution.

Founded in 1987, M and M Direct started life as M and M Sports, selling sports brands clothing and footwear through a mail order catalogue. A website followed in 1998, with a name change in 2006 (to the now M and M Direct) to reflect the fact that the company now includes fashion brands.

GWI’s c.Support, supplied and supported by Tricostar, which is M and M directs’ first fully harmonised support model and service desk, will be used by internal customers for submitting IT support requests.

When commenting on why M and M Direct needed a helpdesk solution, Managing Director Mark Edwards said; “We needed a way to log and monitor support calls for the business to help improve the quality of service provided to internal customers and identify areas of improvement. c.Support is a feature rich application that in addition to the core helpdesk functionality allows for a degree of asset management which was also a requirement for the company going forward to ensure compliance with modern legislation. Added to this that some internal staff had used GWI under Lotus previously and were very positive about the company and product.

When asked why M and M Direct chose Tricostar, Mark said; “Tricostar’s strong web presence and their clear and concise break down of the product via the web site as well as the ability to evaluate the product before committing to the product made it a logical choice. The level of service and help from the company was excellent and we are very happy with our choice.”

The helpdesk will be used to assist in recording and tracking IT enquiries from their website users and will allow them to monitor trends in the types of calls they are receiving and identify issues as they emerge.

Jeff Lawler of Tricostar added: “We are delighted to be working with M and M Direct and we look forward to receiving their feedback.”

The contract win is a welcome addition to other recent wins such as Uponor, South Gloucestershire Council, The Salvation Army and Ideal Hardware Ltd.


About Tricostar

Tricostar is a leading developer and supplier of practical and workable web based management solutions for the public and corporate sectors. Since formation 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 corporate 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 at www.tricostar.com.
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