Optimising Service Management with Supportworks ESP

Business Challenge

In today's fast moving business environment, where value and business alignment are key driving factors, managing service processes using traditional paper-based or legacy call logging systems is no longer effective. To reduce costs, whilst at the same time increasing productivity, you need to automate as many functions and tasks as possible, as well as automating your business processes. The system you deploy must be easy to use, but remain malleable so that it can adapt and change as your business does.

Business Needs

Replace legacy systems and traditional paper-based systems with one fully-integrated and easy-to-use Service Management solution. Deploy, evolve and maintain multi-disciplined service management solutions throughout your organisation, quickly and cost effectively. Automate functions, communications, process and workflow to optimise resource and staff productivity. Capture and monitor performance of your business processes to ensure that your organisation continues to meet your service level and compliance obligations.

Our Solution

The Supportworks Enterprise Support Platform (ESP) provides a fully integrated platform for automating and managing Request and Service Management related business processes. Supportworks ESP is the foundation of Hornbill's Employee, Customer and Business Support solutions.

At the heart of the platform are the core modules that provide service level management, escalation, notification, email, approvals, connectivity, enterprise integration, concurrent application management/deployment, and a comprehensive, yet user-friendly graphically driven workflow automation engine.

To provide the very best user experience, the platform includes a fully scriptable forms environment with a simple drag-n-drop design interface for changing or designing forms, even whilst the application is live. The entire platform is built on Hornbill's high performance and scaleable Non-Polling Architecture (NPA) creating one of the most complete and comprehensive application frameworks available today for delivering Service Management solutions.

If you want to learn more, please take a look at the additional information column on the right