Customer portal, accurate SLAs and the efficiency of Richmond ServiceDesk allows Wigmore to deliver effective IT support onsite – and to four other schools.
Wigmore School comprises two schools in North Herefordshire educating children
between the ages of 3 and 16. With its principal aim of ensuring children are “happy, healthy and successful” the school uses technology to enhance learning and support students on their educational journey.
The technology department, led by IT manager Simon Eades, provides support services to not just Wigmore’s primary and high school, but four other schools in the local area. These four schools are all billed for the services delivered by Simon and his team, so the need for an efficient, comprehensive and accountable service is clear to see.
When Simon joined four years ago, the school lacked a formal way of tracking and managing support tickets and requests. Simon began investigating the various helpdesk and IT support systems available and requested a webinar with Richmond Systems to put its technology under the microscope.
“I know my engineer by name, any issues are dealt
with within hours, and crucially, Richmond doesn’t release
updates without extensively testing first.”
“The webinar allowed me to see Richmond ServiceDesk in action and ask questions which were answered live. I saw that it was comprehensive and the back-end was clearly very robust. The interface is web-based which is important for our mobile support staff. The knowledge base was also very good and offered an effective way for customers to log calls. The quality of the portal was crucial in us deciding to use Richmond as we intended to introduce a customer-facing interface for logging incidents and offering support.”
Installing Richmond ServiceDesk quickly transformed how incidents were logged and actioned, particularly in relation to the customer portal, as Simon explains. “All of our support calls now come via the Richmond customer service portal. Our customers need to fill in a simple form which takes 15-20 seconds to complete. Once logged the portal also allows them to check the status of the incident.”
All tickets are automatically forwarded to Simon and his team via email, and this rapid logging process means they are able to work quickly. “We identify the problem, establish its urgency and whether we need an onsite visit. In short, Richmond ServiceDesk lets us deliver quick fault resolution.” According to Simon, the majority of jobs are reacted to in under five minutes, with most resolved within a few hours.
All information is centralised in Richmond ServiceDesk from the moment a call is logged, and because the software is easy to navigate, Simon says the team are able to run root-cause analysis to create long-term solutions to ongoing problems. “For example, if we are receiving a high number of support calls relating to Excel, we can schedule training for staff on that application. Richmond makes it easy to find that kind of valuable trend information.”
“We pay for Richmond ServiceDesk by licence rather than user, so we can bring on new customers and additional schools without adding to our costs.”
Richmond ServiceDesk is instrumental in Wigmore dealing with the complexity of managing multiple sites. “Richmond ServiceDesk allows us to segment the schools and assign priorities to jobs. Everything is centralised and accounted for, which means the service runs smoothly.”
The level of detail recorded in Richmond ServiceDesk means Wigmore is able to offer fixed SLAs to schools and accurately bill per job. “We are able to run a report which shows exactly how much work has been carried out and how long it took, which can then be compared against their SLAs. It offers accountability – both for us and the client.”
The Richmond Systems difference
Simon says that the reason for choosing and staying with Richmond begins with an intangible which is often overlooked during the procurement of business products or services: the relationship. “Richmond is a UK-company, the support is fantastic and everyone there is easy to talk to. I know my engineer by name, any issues are dealt with within hours, and crucially, Richmond doesn’t release updates without extensively testing first.”
The communication and people-skills demonstrated by Richmond is mirrored by the quality of its helpdesk software according to Simon. “Because the system is on-premise, our data isn’t held in the cloud so we know exactly where our information is. And if broadband goes down we are able to continue working – an important consideration with a rural school. Also, we pay for Richmond ServiceDesk by licence rather than user, so we can bring on new customers and additional schools without adding to our costs.”
Critical to the success of the work carried out by Simon and his team is how the customers react, and the following testimonials help explain the quality of the service being delivered:
“The service desk is very easy to use, so much more convenient than trying to find an ICT technician!”
“An excellent user friendly system that is very easy to implement and extremely cost efficient.”
To learn more about how Richmond Systems can help you with your service desk challenges, improve IT support efficiency and show business value, call Richmond Systems on 01428 641616. Try the full version of Richmond ServiceDesk for yourself now, with no sign-up or requirement to install software.