Integrated Solution for IT Service Management and Business
Process Support

/INTRODUCTION
Introduction to Supportworks
Supportworks ESP (Enterprise Support Platform) automates and manages request and service management-related business processes.
Supportworks ESP is the foundation of Hornbill’s IT Service
Management and Business Help Desk solutions.

/INTRODUCTION
About Polaris Net
Only Supportworks solution partner in the Asia Pacific region. Has been providing technical support for Supportworks since 2008.
Polaris Net has the expertise in designing, implementing and supporting service desks, customer portals, Customer Relationship
Management (CRM) tools for clients in Malaysia, Singapore, Australia and the UK.

/HISTORY AND TRACK RECORD
Supportworks & Hornbill
Since 1995
Customers
Customer base in Europe, Americas, Asia and Africa
95% Retention Rate
15% of UK’s FTSE 100 (100 most highly capitalised UK companies listed on the London Stock Exchange)

/CUSTOMERS
Consultancy, Tech &
Communications
Accenture
Atos Origin
CSC
BT
Virgin Media
Education
University of Nottingham
Sheffield University
Thames Valley University
University of Exeter
University of Hull
University of Cambridge
Oil & Gas
Talisman Energy
Consumer, Travel & Utilities
BBC
Arriva
Pepsi Cola
Johnston Press
Retail & Manufacturing
Camelot
Comet
Du Pont
MJ Gleeson
Halfords
Aston Martin
House of Fraser
Financial & Business
Services
Fortis Insurance
Chubb Insurance Company
Countrywide
Allianz
Government & Health
Ministry of Defence
Sussex Police
Home Office
RAF
Greater Manchester Fire

/AWARDS, AFFILIATIONS & CERTIFICATIONS
Supportworks & Hornbill
IT Service & Support Technology Supplier of the Year - June 2008
HDI Vendor of the Year 2007
– Runner Up
HDI Vendor of the Year 2005 – Winner

/OVERVIEW
What is SupportWorks?
Service Desk software
IT Support
Business Support
Similar but different from CRM
Used by IT support staff, call centres, business support operations
Internal and external
Integrates with telephony and email systems

/OVERVIEW

Supportworks
Supportworks
/OVERVIEW

Supportworks
/OVERVIEW
ESP Server

/OVERVIEW
Optimising Service Management With Supportworks
Supportworks is built on Hornbill’s high performance and scalable Non-
Polling Architecture (NPA).
Supportworks ESP provides real enterprise power at a mid-market price point.

/OVERVIEW
The platform’s core modules provide:
Service level management (SLA) and escalation
Notifications and email integration
Approvals
Connectivity and enterprise integration
Fully-scriptable forms environment with a simple drag-and drop design interface for changing or designing forms, even while the application is live.

/FEATURES

/FEATURES
Request/Ticket Management
Email and Communications
Scheduling / Calendar
Productivity Tools
Knowledge Management
Management Reporting and Monitoring
Service Level Management
Business Process Automation and Workflow
Web Ready

/SUPPORTWORKS FOR IT SUPPORT
Overview
Supportworks is ideal for the help desks/service desks where speed of deployment, ease-of-use and rapid user adoption is important.
It provides a comprehensive set of pre-packaged ITIL-compatible processes, enabling IT to meet business requirements and goals.
Supportworks increases productivity by automating service management tasks, freeing IT staff to focus on the most important tasks; thus improving service quality and customer satisfaction.

/SUPPORTWORKS FOR IT SUPPORT
“The Human Touch”
The existence of the ‘human touch’ when delivering support ranks very highly with customers.
Poorly directed technology can put a barrier between the customer and the service desk, creating layers of bureaucracy and slowing down resolution.
Supportworks empowers service desk staff, presenting them with valuable information about the customer, enabling them to tailor their response to deliver a better customer experience.

/SUPPORTWORKS FOR IT SUPPORT
“The Human Touch” - Continued
Relevant information, such as the customer’s priority services, their general competence with technology and satisfaction with IT service quality enables IT staff to respond in the most appropriate manner and deliver the best possible service experience to each customer.
The ‘human touch’ within Supportworks empowers service desk staff, enabling them to make a real difference to the customer’s perception of service quality.

/SUPPORTWORKS FOR IT SUPPORT
Business Benefits
Streamline and automate your customer service requests.
Improve customer satisfaction.
Increase the productivity of your IT support staff.
Lower the cost of your IT support service.
Reduce technician training time with a familiar look and feel.

/SCREENSHOTS
New Calls/Tickets

/SCREENSHOTS
List of Calls/Tickets (via Portal)

/SUPPORTWORKS FOR CUSTOMER SUPPORT
Business Challenges
Companies who devote the majority of their energies and resources to getting new customers often do so at the expense of their existing customers.
Customer attrition is driven by a number of different factors, but the single largest cause is the lack of a customer communication strategy.
The resulting neglect can erode the trust and equity found in repeat customer relationships -- ultimately resulting in customers taking business elsewhere.

/SUPPORTWORKS FOR CUSTOMER SUPPORT
Business Benefits
Automate and streamline your customer enquiry and service request handling processes.
Develop customer loyalty through intelligent and consistent communications.
Improve customer satisfaction.

/SUPPORTWORKS FOR CUSTOMER SUPPORT
Business Benefits
Integrate with productivity tools to automate common tasks such as writing letters, sending faxes or email, etc.
Reduce costs by increasing the productivity of your customer service and support staff.
Reduce operator training time with a familiar look and feel.

/SCREENSHOTS
Customer Details

/SCREENSHOTS
Knowledgebase (via Portal)

Overview
Supportworks can record and track customer complaints from notification to resolution.
Using workflows to guide the user, Supportworks ensures that the correct process is followed by the operator, ensuring that the customer gets an immediate response, in writing where required and notifies the appropriate people within the organisation about the complaint

Business Benefits
Records and tracks all customer complaints and provides the customer with a unique complaint ID.
Enables the automatic creation of email messages or letter at the point of registering the complaint and during the complaint handling process.
Using Workflow and Service Level Agreements, each complaint is automatically monitored by the system to make sure the complaint is being handled in a timely manner.

/SCREENSHOTS
New Calls/Tickets (via Portal)

/THANK YOU
For more information, visit our website at: www.polarisnet.com.my