The ICT team was struggling with e-mail integration and communications with users. Previously, support staff were required to copy and paste information from e-mails into call logs, posing a significant drain on productivity.
"We wanted a solution that would automatically e-mail users to keep them informed about the status of their support requests, and that could also automatically log calls and generate the relevant actions based on incoming e-mails," said Tristan David, Head of ICT for Oxleas.
The Trust had previously been using HP OpenView, but found the solution too complex for its requirements and the software hard to configure and use. Having reached the end of vendor support, Oxleas took the opportunity to review other options that could better fit its requirements.
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