Pre-employment company EQL Solutions needed a system which organised tickets and matched assets with customers. It found the ideal solution in Richmond ServiceDesk, but then discovered it was capable of much more.
EQL Solutions is a work-based learning and pre-employment company specialising in helping people into work. Pete Worrall, EQL’s systems manager, began scouting for a ticketing system in 2009 to replace the previous ad-hoc (Post-It note) system for managing IT support and assets.
Beginning his search online, Pete was quickly able to eliminate service desk software which was either too expensive or lacked the functionality his team needed. “The key features were ticketing, and asset tracking – specifically the need to connect assets to people. 80% of our staff work from home and we have a regular influx of new people. Added to the fact we have more technology than people, it was vital we could link all of the kit we supply to individuals.”
As Pete narrowed down his search, Richmond ServiceDesk emerged as the clear leader. “The customer portal was better than others on the short list and the Richmond staff seemed very good to deal with. This proved to be the case during implementation and ever since: the guys have always been accommodating to any changes we require.”
Assets under control
In terms of assets, Richmond ServiceDesk offers a neat solution. “We sync kit as its assigned with Active Directory, then we can drag and drop the asset, whether it be phone or laptop etc., to the relevant person. This means it now takes one click on the individual’s name to see all the kit they are associated with.”
“The value of Richmond ServiceDesk is clear to see,
it never gives us any problems, and the people have
been fantastic to deal with.”
Since it was installed in 2010, Richmond ServiceDesk has continued to be a crucial tool supporting Pete and his team. “If it wasn’t for Richmond ServiceDesk, there would have been many times when we would have been snowed under.”
The flexibility and capabilities of Richmond ServiceDesk for managing business-critical processes have seen its use extended into other areas of the business, including HR and finance, to ensure these business functions run smoothly.
In January 2016, Pete upgraded to the latest web-based version of Richmond ServiceDesk. “Although we were late upgrading and three major versions behind, the Richmond system upgraded seamlessly without affecting any of our customisations. The upgrade itself was free as part of our annual support contract , we just needed an engineer to help us move from application-based to browser. The new system is great, even easier to use than the old one, and because we’re still hosted, there’s no downside – we just VPN in offsite and it’s no different to working directly on the application-based version.”
“I looked at one of the major cloud suppliers and although the product
looked very pretty, there was no depth to it.”
Pete was asked to look at a cloud-based alternative to Richmond and his research vindicated EQL’s decision to stick with the existing system. “I looked at one of the major cloud suppliers and although the product looked very pretty, there was no depth to it. For example, asset tracking is immediately available in Richmond ServiceDesk, but in the product I looked at, it was only available as a third-party add-on.”
Pete summarises the appeal of Richmond. “The value of Richmond ServiceDesk is clear to see, it never gives us any problems, and the people have been fantastic to deal with.”
To learn more about how Richmond Systems can help you with your service desk challenges call 01428 641616.