Axios Systems relieves Pressure on Virgin Money's IT Support
Axios Systems (www.axiossystems.com), the leading international IT Service Management (ITSM) company, today announced Virgin Money, Virgin’s financial services arm, is using its IT Best Practice solution, assyst, to improve IT service management through the innovative use of its advanced web self-service capabilities.
Virgin Money has been realizing the benefits of following ITIL® and using Axios Systems’ advanced web self-service tool asssytNET since 2006 but needed to grow use of the portal in order to further increase efficiency and improve the service offered to their internal customers. In line not only with ITIL®, but also with the company culture and ethos of Virgin Money – that it is the ‘customer experience’ that really matters – the Service Desk decided some creative and innovative thinking was in order.
Wendy Peck, Service Support Manager, Virgin Money, said, “Soon after its rollout the Service Desk was seeing excellent benefits from using assystNET in terms of tracking the lifecycle of IT projects and managing events and supplier issues, but we could see these self-service functionalities having a further impact – as a creative and original way of addressing other business issues and encouraging reluctant callers to interact and communicate more effectively with the Service Desk.”
Virgin Money built into the portal an internal system that allows employees to place lunch orders for the company’s in-house canteen. This promoted assyst internally and resulted in substantial end-user buy-in. By inventing a service that is fun but practical for employees to use Virgin Money has made the assyst portal accessible and familiar. Voice logged calls to the Service Desk have dropped by 40% and the Service Desks efficiency has improved along with measures of their service quality.
Wendy Peck, continued: “The lunch ordering system has been one of the most popular quick wins for the IT department. Furthermore, our Service Desk has seen significant cost savings, is better able to meet SLAs, has an improved reputation across the company, and is now far more productive.”
Tasos Symeonides, CEO, Axios Systems said, “This is a great example of how a clear objective and a good creative idea with some smart technology behind, allowed Virgin Money to quickly and easily tackle a very common business challenge. It also puts on show the flexibility and ease of use of Axios Systems ITSM software, assyst. Within a matter of days they had implemented their idea and were seeing payback in the dramatic change in the way the Service desk was interacting with the business. Like most good ideas, its simplicity is its brilliance.
Virgin Money was awarded the winner of the ‘Most innovative use of assyst’ award for its lunch ordering system at Axios’ recent Annual User Group Conference in Edinburgh.
About Virgin Money
Virgin Money is Virgin’s financial services arm and was established in 1995. It has almost 2 million customers and offers a wide range of financial products across lending (e.g. credit cards and personal loans), savings (e.g. deposits, investments and pensions) and protection (e.g. life assurance, household and car insurance) to the UK market.
Axios Systems is a leading provider of Best Practice-based IT Service Management (ITSM) solutions. Our customer-centric approach combined with our award-winning solutions, ensure customers worldwide can align their Service and Support organizations with the overall business goals. Our core solution, assyst, intuitively steers users through the ITIL® processes.
Axios Best Practice team provides a range of consulting, project management and training services. Our commitment to Best Practice is demonstrated through being the first to achieve BS 15000 certification which has now become, ISO/IEC 20000, the International standard for ITSM. Axios is headquartered in the UK, with offices across the Americas, Europe, Middle East and Asia Pacific.