Published on October 29th, 20090
Arco uses ITIL to improve service
Arco, a supplier of safety clothing and equipment, has seen an improvement to its internal customer satisfaction figures thanks to the installation of Supportworks ITSM from Hornbill Systems built around ITIL (IT Infrastructure Library) best practice.
The end result of the improvement project is the 1,500 staff spread across 46 locations now rate their customer experience as ‘good’ when dealing with IT, compared to the previous aggregate rating of ‘average’.
Improved reporting offered by Supportworks ITSM means that Arco staff can diagnose and fix common issues which impact customer satisfaction, while self-service allows staff to fix problems without contacting the service desk.
Lilian Parker, IT service delivery manager at Arco described the impact of the product and the ITIL focus.”We are able to respond much faster to feedback and issues highlighted because we are now able to capture the information so much more easily. As a result we are now aiming to provide a “very good or excellent service”.