Case Studies
Sin Chew Media Corporation - Sin Chew Media maintains first-class newspaper services with Touchpaper solution
30 June 2008
Sin Chew Media Corporation only had a lean ICT department to meet the IT requirements of the company which has 2,000 staff spread across six printing sites. Instead of making the ICT department bigger, it decided to deploy Touchpaper's IT Service Management (ITSM) solution as a more cost-effective way to improve daily production.
Since implementing Touchpaper's ServiceDesk solution, Sin Chew Media has reduced its daily operating hours to 14 hours from 16 hours, resulting in significant cost savings and higher efficiency. In addition, the number of incidents has gone down from an overage of 505 to 347 per month.
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Technicolor - Promoting process improvement and best practices with Touchpaper IT Business Management solution
16 June 2008
Technicolor has been a Touchpaper customer since 2001, utilizing Touchpaper's classic HelpDesk product to log and track incidents and service requests. In 2006, Technicolor upgraded to Touchpaper's IT Business Management (ITBM) suite, taking advantage of the core service desk, Incident, Problem, Process Management and web portal capabilities of the solution.
Since bringing color to motion pictures over 90 years ago, Technicolor has evolved into a global and diversified corporation that is now involved in providing a broad range of services to the media and entertainment industries. Technicolor has experienced significant growth, which requires the IT department to be highly effective, efficient and flexible in supporting the business. At the same time, challenges such as tight margins and the need to justify budgets necessitate a solution that can demonstrate IT productivity in great detail. Using Touchpaper, Technicolor is providing support to 6,000 users spread across three divisions and 58 sites in North America.
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Northern Illinois University - Continuous dedication to customer service
16 June 2008
Northern Illinois University (NIU) has been a Touchpaper customer for 7 years and upgraded their service to the Touchpaper ITBM suite in March 2008 to cut down on call times, while providing faster and more accurate call management for NIU's help desk.
Northern Illinois University (NIU) is a teaching and research institution with a diverse student body that is comprised of more than 25,000 students and boasts more than 5,000 faculty and staff members. NIU's Information Technology help desk is the campus' central information technology organization. The help desk supports 1,500 computers for research, instruction and individual use in academic departments, classrooms and student computing labs, as well as the campus' telephony system. Every month, NIU's help desk receives 4,500 calls, 1,125 emails and 120 walk-in enquiries.
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Northern Ireland Civil Service - Touchpaper helps Northern Ireland Civil Service to lead the UK in shared ICT service delivery
07 April 2008
Northern Ireland Civil Service (NICS) has recently moved to a shared services model for the provision of IT support. It has created a centralised service desk across eleven departments based on Touchpaper's IT Business Management (ITBM) suite.
Following a review of its former ICT service provision model - and inspired by the UK Government's Gershon and Transformational Strategies recommendations - NICS made the decision in 2006 to move to a shared services model for the provision of IT support, with services being centralised and standardised across all eleven departments. Central to the success of the shared services infrastructure was the implementation of a standardised service management tool to support the new processes. After a rigorous evaluation of available products, Touchpaper's ITBM suite was selected to ultimately support 400 analysts and 18,000 end-users by April 2009.
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Alameda County Medical Center - Alameda County Medical Center dispatches video-based Medical Interpreter Services with Touchpaper solutions
04 March 2008
After deploying Touchpaper's solution, Alameda County Medical Center's 11 interpreters can now handle over 350 requests per day across 100 locations.
ACMC's Information Technology Department has been a long-standing Touchpaper customer and user of Touchpaper's software for Incident and Problem Management. When the need for an automated dispatch function came up to support Interpreter Services' videoconferencing service, they naturally thought of Touchpaper.
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Pan Pacific Computer Center - Pan Pacific Computer Center
24 September 2007
Pan Pacific Computer Center, Inc. (PPCC), the IT solution and services arm of the Yuchengco Group of Companies - one of Southeast Asia's largest conglomerates - is deploying Touchpaper to support an aggressive expansion programme.
PPCC, the IT solutions and services arm of the Philippines' Yuchengco Group of Companies, had devised a plan to double its business but when its old help desk software could no longer support the IT department's increasing needs, it turned to Touchpaper's IT Business Management software to carry it into the future.Since deploying Touchpaper, PPCC has been able to serve multiple clients and provide customized service level agreements, integrate help desk and backroom technical support coordination, serve status notifications, create statistical reports, and put in place proactive problem-solving mechanisms.Touchpaper is also supporting PPCC's ISO 9001: 2000 certification.
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Portland Public Schools - Portland Public Schools enhances customer experience with Touchpaper
30 August 2007
Portland Public Schools - covering the City of Portland district in Portland, Oregon, USA - serves 47,000 students and employs 6,500 people. Use of the Touchpaper IT Business Management solution has enabled Portland Public Schools to respond rapidly to enquiries, decrease overall call volumes and significantly enhance customer satisfaction at the same time.
Portland Public Schools - covering the City of Portland district in Portland, Oregon, USA - serves 47,000 students and employs 6,500 people. It includes students taught at 112 school sites covering regular, alternative and charter schools as well as education services for students with special needs. Use of the Touchpaper IT Business Management solution has enabled Portland Public Schools to respond rapidly to enquiries, decrease overall call volumes and significantly enhance customer satisfaction at the same time. The number of calls resolved first time has risen from 25% to 50%. The average speed to answer calls has decreased from 45 seconds to 26 seconds while the length of calls has decreased from an average of five minutes to less than two minutes.
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Lufthansa CityLine - Touchpaper at Lufthansa CityLine: more than a help desk
07 August 2007
Lufthansa CityLine, a leader in the European short haul market and a 100% owned subsidiary of German Lufthansa AG, has deployed the Touchpaper solution to run both a traditional help desk and manage the infrastructure and critical processes of the airline from a single centralised service desk based out of Cologne/Bonn Airport in Germany.
Lufthansa CityLine is a 100% owned subsidiary of German Lufthansa AG. With over 6.8 million passengers every year, Lufthansa CityLine is a leader in the European short haul market. With 81 modern and environmentally-friendly medium and short haul Bombardier (CRJ 100, 200 and 700) and British Aerospace (Avro RJ85) jets, it has up to 500 flights daily to all the major airports in Europe. Lufthansa CityLine is headquartered at Cologne/Bonn airport and is also represented, with its own staff, in Munich, Frankfurt and Hamburg. The company's IT department is also based at Cologne/Bonn airport and uses Touchpaper to run a traditional help desk and manage the infrastructure and critical processes of Lufthansa CityLine.
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Leicestershire Health Informatics Service - All the right connections
01 July 2007
SupportWorld magazine has kindly given permission to Touchpaper to reproduce a three-page article focusing on NHS Connecting for Health and featuring Touchpaper customer Leicestershire Health Informatics Service (LHIS).
Touchpaper's IT Business Management (ITBM) solution was selected by LHIS to create an integrated e-health service management approach that will deliver smarter ways of working across Leicestershire, Northamptonshire and Rutland. The software will facilitate automated and effective communication between the central service desk of LHIS and other IT stakeholders, including LHIS staff, the local Primary Care Trusts, other health agencies, general practitioners, and the three local authorities. Through a more cohesive, enhanced e-health programme, LHIS aims to deliver faster, more efficient informatics services to more than 10,000 users based at 250-plus sites across the region.
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Qualifications and Curriculum Authority - Qualifications and Curriculum Authority drives organisational change with IT service improvement programme
14 May 2007
The Qualifications and Curriculum Authority (QCA) is driving organisational change with IT service improvement programme.
The Qualifications and Curriculum Authority (QCA) plays a pivotal role in helping the UK to become one of the most dynamic knowledge-based economies in the world. It maintains and develops the national curriculum and associated assessments, test and examinations and accredits and monitors qualifications in colleges and at work. QCA is driving organisational change in IS and supporting corporate objectives with help from Touchpaper. Within 6-9 months of having Touchpaper installed, QCA managed to achieve 100% call resolution across its operational teams, with approximately 75% of calls resolved on first contact by the incident team.
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Fulda Clinic - Fulda Clinic resolves IT issues with Touchpaper
04 January 2007
Touchpaper has been installed at the Fulda Clinic to meet the increasing needs of a fast-growing IT user base at this prestigious treatment and teaching hospital in Germany, made up of 28 individual health centres.
The non-profit-making Fulda Clinic is a German hospital with 924 beds and 2,500 staff looking after 35,000 in-patients a year and almost double that number in terms of out-patients. As an academic teaching hospital linked to the Philipps University of Marburg and the Fulda College of Higher Education, the hospital has a broad range of medical facilities covering strokes, cranial surgery, heart transplants and premature babies. To meet the needs of IT users, the clinic has set up a central service desk based on Touchpaper's service management software.
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Morse - Morse delivers highest quality global SAP support
04 December 2006
The partnership between Morse and Touchpaper is about more than just a technology deployment: "Touchpaper has been implemented during a period of great change within the company, in an increasingly fierce competitive landscape and had to be completely in line with our overall business objectives." said Barry Dewey, UK SAP Support Manager of Morse.
Morse provides SAP support in 22 countries in 12 languages by 150 consultants staffing the service desk on a 24/7 basis from "follow the sun" centres across the world. The company has been using Touchpaper software since the dedicated SAP support team was first established in 1995. It has now selected the Touchpaper ITBM suite to continue to deliver the highest quality global SAP support to 89,000 users.
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Staffordshire County Council - Touchpaper helps Staffordshire County Council realise new vision for IT
01 November 2006
Staffordshire County Council serves a local population of 800,000 people, employing more than 30,000 staff. The council's overall aim is to make Staffordshire an even better place to live, work, visit and invest and is responsible for all the major public services within the county. Touchpaper and Staffordshire County Council have enjoyed a successful working relationship for seven years. The council originally deployed Touchpaper HelpDesk software to support education and corporate end-users across the county. The council now has plans to migrate to Touchpaper's ITBM suite.
Touchpaper supports the service desk function of Staffordshire Learning Technologies (providing ICT services to schools) and corporate IT, covering every department, every councillor and every member of the council. The IT service desk function uses Touchpaper to handle 16,000 calls a month - 2,200 calls per week from schools and 1,800 inbound queries from corporate representatives. 2,000 email enquiries a month are also supported by the system and for first line fix, the service desk is now achieving a resolution rate of 30 per cent.
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Deutsche Post - With Touchpaper, the post gets delivered!
01 September 2006
The German Post Office Customer Service Centre is a wholly owned subsidiary of the German Post Office and functions within the organisation as a service and business process outsourcing partner.
At the German Post Office Customer Service Centre in Einbeck, Lower Saxony, there is a 270-strong call centre with a hotline available to staff in all Post Offices throughout Germany. The telephone rings about 4,000 times a day with queries ranging from how to use an IT system to whether it is possible to send a crocodile to Timbuktu!
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University of Tennessee at Chattanooga - Commitment to Customer Satisfaction
01 August 2006
The University of Tennessee at Chattanooga (UTC) is a national model for metropolitan universities. UTC's Information Technology Division (ITD) is a central IT organization which supports UTC's 12,500 node campus, including: administrative staff, a student information system, computer labs, 1,500 faculty and staff, and 8,600 students in the classroom, office and residence halls. ITD helps faculty, students, and staff make the best use of technologies for learning, teaching, research and administration.
"Touchpaper was selected because they were by far the best fit for our requirements. We went through a lengthy requirements phase, interviewed multiple vendors, and Touchpaper exceeded our requirements with an out-of-the-box solution that is flexible, easy to use, and totally integrated with our Novell ZENworks and Microsoft Outlook Infrastructures. With an integrated solution we reduce back-end processing and duplicate data entry that would be required if we had disparate systems."- Monty Wilson, Assistant Vice Chancellor and CIO at the University of Tennessee at Chattanooga.
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Travelex - The Colour of Money - FIRST PUBLISHED BY CCF MAGAZINE, JULY 2006
01 July 2006
Time for a change? Rebecca Moore visits foreign exchange bureau Travelex to learn about a customer service scheme that is literally coining it in...
Since Travelex launched its customer service excellence campaign at the start of this year, the scheme has spanned a variety of projects and actions...To back up its service excellence focus, Travelex needed the right technology in place to support and enhance it. With this in mind, the firm invested in Touchpaper's Customer Service Solution. Installed in January 2006, it ensures that every single call is logged on to the system, including errors and complaints that have been made.
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Waitrose - Waitrose manages its expanding IT infrastructure with Touchpaper
01 May 2006
The first Waitrose supermarket was opened in 1955 and today there are 174 branches with a further 5 branches opening in May and June 2006, dedicated to offering quality, value and customer service. During this time the UK retail sector has become highly competitive and as a result, IT has been harnessed extensively to drive improvements in efficiency, price competitiveness, customer service and quality.
Waitrose has been no exception. When Chris Wallace, Network Manager, joined Waitrose in 1997, the number of IT users on the head office site in Bracknell, Berkshire was much lower than today, with 380 PCs and just 5 laptops. Today, 2,300 employees are located in seven buildings spread across a 70-acre campus using more than 1,150 PCs and 640 laptops.
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Pilkington - Driving global IT service excellence
01 December 2005
Pilkington is a leading global glass manufacturer with 2004 sales of £2.7 billion and around 24,000 employees. Productivity improvements, cost reduction and quality and technological advances are the key to remaining competitive in glass manufacturing. Touchpaper solutions have played a part in assisting Pilkington to reduce its IS services costs, year on year since 2000 amounting to in excess of £6 million.
In the same period, the number of global sites served by Pilkington IS services has increased, while, assisted by Touchpaper software, the number of calls and the headcount needed to service them has remained relatively static.
The key to the Pilkington IS services department’s exceptional success has been a standards-based approach that delivers consistent services at lower cost. A uniform service desk infrastructure based on Touchpaper software has been a key vehicle for delivering this consistency across Europe and North America.
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Harvey Nichols - Harvey Nichols steps up commitment to customer satisfaction
01 August 2005
One of the UK’s best known premium retail brands, Harvey Nichols has a varied and growing IT infrastructure, with an IT department supporting 2,000 users generating over 1,000 support calls per month.
The use of the Touchpaper solution has helped Harvey Nichols to streamline its support function and improve response times to users. As a result, 95% of support calls are now resolved without a desk visit by using Touchpaper’s remote desktop support functionality.
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Nominet - Nominet creates a single view of the customer
01 August 2005
Nominet, the registry for .uk internet names, manages between 100,000 and 120,000 domain registrations per month, from a total of over 3 million customers. The registry has now migrated the 250,000 external and internal support calls it receives every year onto a new Touchpaper system.
Nominet’s 90 users now have a single view of all customer queries, regardless of the department they are in or the originating database. This common view across the entire team means that Nominet can now make better use of staff resources by balancing staffing levels across teams depending on their workload. And the next goal is to leverage this single view of the customer to create a “one-stop-shop” for incoming calls and emails, eliminating the need to transfer incidents from team to team.
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Friends First - Friends First transforms IT support
01 August 2005
Starting from an unstructured process that was struggling to meet users’ demands, Friends First has created a streamlined support function that exceeds its customers’ expectations and is now aligned with the business’s commercial objectives.
Using Touchpaper’s on-line self-service solution, Friends First has reduced the number of inbound phone calls to the support desk by 80 percent. Abandoned calls, which before the implementation stood at 40 percent, are now down to just 4 percent. And all this has been achieved while the number of people on first-line support has been reduced from six people to just one.
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UHI - Reaching out to the Highlands and Islands
01 July 2005
The UHI help desk facility was setup to help local and remote staff and students across the whole of UHI to get a better service and response from the IT department.
Due to UHI's dispersed nature and the required autonomy of the partners’ sites, this presented some new and interesting challenges.
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