North Wales Hospital Group Selects LiveTime to Centralize Help Desk Team and Reduce Case Loads

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Fast, simple implementation brings rapid rewards to Conwy & Denbighshire NHS Trust

Leading web-based helpdesk management tool, LiveTime Help Desk has been successfully implemented by Conwy & Denbighshire NHS Trust (C&D). According to figures published in a new case study released today, LiveTime Software’s pure internet help desk solution has provided significant return on investment (ROI) over the past six months, reducing unresolved calls by 90%.

Replacing a previously outsourced service, C&D deployed LiveTime earlier this year to power its IT help desk team who are responsible for supporting over 6000 users at 60 Sites around North Wales. The task of bringing the C&D help desk in-house required support staff to learn a new product, adjust to new management, work new shift patterns – all in a new location. These major challenges made the flexibility and intuitive workflows of LiveTime crucial to the success of the project.

"On viewing LiveTime, we were immediately attracted by the product’s ease of use and reporting features," said Anne Martin, Support Development Manager, C&D NHS Trust. "The IT team were also very impressed by the product’s efficient call logging and management, and the pure internet architecture based on standard technologies." Ms Martin reports that since converting the help desk to LiveTime, open calls have been reduced from over 1,000 to no more than 100. C&D have also been able to capitalize on LiveTime’s open architecture by implementing links with internal asset management and HR systems.

"With LiveTime, C&D were able to meet their most important goal of smoothly bringing the new IT help desk up to speed within three months – from initial workflow analysis, through a complete asset audit right up to decommissioning the outsourced service," explained UK-based Mike Fellows, Vice President of European Sales for LiveTime Software. "Due to the solution's ease-of-use and flexibility, C&D has also saved money, increased employee efficiency and improved case close rates."

Ms Martin commented that, as a manager, she never used the old system but often uses the accessible reporting tools that are an integral part of LiveTime Help Desk. “Being able to generate my own reports quickly and easily has been a great help with managing support calls and the support team.” In reference to LiveTime’s approach to customer service and support, she emphasised that it is, “refreshing to work with a company that is listening.”

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of J2EE-compliant, web-based service desk, help desk and support automation software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime’s vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom.

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Media Relations contacts

Europe: Mike Fellows

Suite 5, 107 Promenade,Cheltenham, GL50 1 NW, United Kingdom

Phone: +44 (0) 1242 580090, Fax: +44 (0) 1452 700150

USA: Bill Gram Reefer

Suite 255, 4100 Newport Place, Newport Beach, CA 92660, United States of America

Phone: +1-949-752 1660, Fax: +1-949-752 1649

Asia Pacific: Kerry Butcher

Level 5, 22 William Street, Melbourne, VIC 3000, Australia

Phone: +61 3 9620 7588, Fax: +61 3 96207533

LiveTime and the LiveTime logo are registered trademarks of LiveTime Software, Inc. Other company and product names may be trademarks of the respective companies with which they are associated.

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Bill Gram-reefer
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