Managed services provider Calyx has partnered with IT helpdesk software vendor Hornbill to streamline its service desk management activities.
The firm has used Hornbill's Supportworks Enterprise Support Platform (ESP) to whittle down the number of service desks it uses to provide IT support to a customer base of more than 1,000.
The new system has allowed the firm to expand the range of tasks done by its service desk staff to include customer account management and professional services provision.
Calyx also claims partnering with Hornbill has helped it to achieve the ISO20000 IT service desk management accreditation and save some money.
Tim Clegg, head of transformation at Calyx, said: "Supportworks has helped us both maintain our existing customer base and attract new users through consistent, effective IT services and support, with stronger service level agreeements based on improved service monitoring."
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