CRMworks Blog: All Help Desks are equal but some are more equal than others

CRMworks Blog

Monday, 28 January 2008

Aren’t all Help Desk products essentially the same? Isn’t SupportWorks from Hornbill similar to SupportDesk from House on the Hill? Isn’t ITSM from FrontRange similar to Footprints from Numara? And isn’t Track-It Enterprise or Professional similar in a lot of ways to HEAT from FrontRange Solutions?

The challenge for anyone implementing or upgrading their help desk or IT service management solution isn’t so much a question of “which product fits my needs?” rather the question everyone should be asking is “what is the pedigree of the team behind the implementation?”

All too often we hear stories of implementations not hitting expectations; not necessarily resulting from a poor choice of product, but more a case of an installation and deployment without the supplier’s implementation team really understanding the customers’ strategic objectives and/or their tactical goals.

When implementing a help desk, IT service management or asset management solution you need to look carefully at the experience of the services team who you’re going to completely rely upon to bring you desired results - not to mention that good old Return on Investment (ROI)!

You need to find a team who has the longevity in the industry and has seen it evolve from spreadsheets to ITIL complaint service management; a team that can add real value by bringing you this experience, sharing it with you and partnering you to success.

You need to find a team that has a wide portfolio of products to choose from and can select the right one for your requirements (based on both your tactical challenges and your strategic goals).

You need to choose a partner who has built up knowledge across all industry sectors, has experience of internal and external support systems and procedures and has delivered many hundreds of successful deployments.

If you don’t make your decisions based on the team rather than just the product, you could find yourselves in the situation so many of our new customers were in before they turned to us…disillusionment and frustration at best; more likely over- worked and stressed and dreading the thought of going to the IT Director to ask for more money to put right what should have been sorted in the first place.

CRMworks have over 14 years experience of deploying internal IT help desk and IT service management (ITSM) solutions as well as external customer service and support solutions across more than 500 successful projects. We take your business seriously and become part of your team; together we have achieved great things as many of our customers will attest and….once with us, our customers stay and this is demonstrated by our support renewal rate which is in excess of 98%.

CRMworks Ltd.
Suite 65, Basepoint Business Centre, Rivermead Drive, Swindon, Wiltshire, SN5 7EX
Tel: 08456 447 741 | Fax: 08456 447 743 | E-mail: enquiry@crmworks.co.uk

CRMworks Blog

All Help Desks are equal but some are more equal than others – so what’s the difference?