LiveTime Help Desk Helps UNIONBAY Dress up with ITIL Best Practices

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Leading apparel marketing and distribution company introduces best of breed IT support across the United States with LiveTime's ITIL based service management software

technicians have been able to better understand and identify which tasks take up the most time and to identify opportunities for improvement

LiveTime Software, a leading provider of ITIL Service Management, Help Desk and Customer Support Software, today announced that LiveTime Help Desk has been selected by UNIONBAY to deliver best practice service and support to its customers.

UNIONBAY is a rapidly growing apparel marketing and distribution company located in Kent, Washington. Its alternative sportswear clothing line is available at all major department stores across the United States such as Macy's, Nordstrom, Robinsons May, Kohl's and JC Penney. The highly motivated employees support a diverse range of customers servicing the continental United States.

UNIONBAY's existing help desk solution consisted of a custom-built application for project management and informal incident tracking communications. In seeking a more comprehensive solution, management required detailed reporting, accountability and improved customer service. Additionally, UNIONBAY needed a system which was capable of growing with the organization rather than one which continually required replacing technology. Giving end users the ability to submit and monitor progress of all requests from any location and desktop was also essential, and something that no other vendor could provide. LiveTime was selected for its standards-based approach to customer service, utilizing ITIL best practices, and unparalleled ease of use for customers, technicians and management.

"Our users are very happy with the user interface and are now confident that their requests will be handled in a timely manner. As a manager, it is great to finally have a big picture of all our requests." said Craig Roberts, Technical Services Supervisor at UNIONBAY.

Since the LiveTime system has been implemented "technicians have been able to better understand and identify which tasks take up the most time and to identify opportunities for improvement" said Craig.

Decision challenges included demonstrating both the need for and the ROI to non-IT management. However the compelling total cost of ownership (TCO) and unparalleled depth of features offered by LiveTime made the selection process much easier.

About LiveTime Software

Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of ITIL compliant, web-based service management, 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. For more information visit

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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