New Help Desk moves Caravan Club into top gear
The Club, which represents the interests of more than 800,000 caravanners and operates the largest privately owned network of quality sites in the UK, is installing Axios Systems’ assyst Help Desk and ITSM product.
Tony Richardson, Support Services Manager, commented: "assyst will play an important part in a two-year Service Improvement Programme. The first phase will include Incident and Asset/Configuration Management with Problem Management to follow within two months. Service Level Management and Change Management modules are planned to be phased in by the end of this year."
Richardson said Axios was chosen from an initial list of six vendors "because assyst fitted our requirements neatly. The front end looks good and is extremely user-friendly. It gives us an across-the-board ITSM system within the guidelines of the IT Infrastructure Library (ITIL®) best practice which we want to extend throughout the business."
The Caravan Club has around 200 staff at its headquarters in East Grinstead, West Sussex, including a 70 strong call center which handles insurance sales, holiday bookings and other member queries.
"Pressure on the call center can be intense," Richardson added. "Computer and telephone systems must be available throughout core business hours. The new IT Service Management System will help us provide an even better service to our members."
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 Global Services 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 and Asia Pacific.