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SupportDesk Testimonials |
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Click on a logo to read what our customers have to say about SupportDesk... |
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House-on-the-Hill Software was established in 1993, with the aim of creating a cost-effective, off-the-shelf helpdesk solution. The SupportDesk software suite offers sophisticated service management, which encompasses both internal IT helpdesks and external Customer Support solutions. But what really pushes House-on-the-Hill Software to the forefront of the helpdesk software market, is our winning combination of competitive pricing and the individual care and attention we provide to our customers. But don't just take our word for it - read our Customer Testimonials below and see the where in the world companies have put their trust with SupportDesk.!(Click to see SupportDesk around the world) |
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"We chose SupportDesk after extensive consideration of available service desk software products. We particularly liked the flexible ways in which it can be used and the ease of customising it to meet our requirements and processes. It offered the features and modules we were looking for, often only found in high end products, and at the right price. House-on-the-Hill have been very helpful and responsive to us both before and since we bought it, over two years ago now.
We use SupportDesk to provide in-house request handling for our scientific and administrative staff. It is the core system for managing all our problem, change and project work, as well as holding staff and asset details. We have built many new processes around it and we simply could not now operate effectively without it. We keep finding new ways in which to use the facilities available and we continue to be very pleased and impressed with both the product and the company." |
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John Waters, Head of Computing Services |
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MRC Clinical Sciences Centre, UK |
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"SupportDesk helps us manage our helpdesk calls effectively and efficiently, and fully integrates with our email system (Outlook). The graphs and reports enable us to measure our workload and break down our calls for further detailed analysis. An efficient, user-friendly tool." |
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Jennie Walshe, Helpdesk Supervisor |
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A&L Goodbody, Ireland |
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"We have been frequently tempted to migrate to a high-end CRM package - but in the end, we always find that SupportDesk does essentially the same job - only less expensively! We use SupportDesk for External support; all client calls are recorded end-to-end, together with relevant documents, and a historical record is kept for future reference. All concerned parties are kept up to date by means of SupportDesk initiated e-mails. House-on-the-Hill software has exceeded our initial expectation in that value for money far exceeds anything else on the market. We could simply not continue to operate without SupportDesk." |
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Antonio Giron, CEO |
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Eurocomercial I&C SA, Spain |
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"Within Bord na Mona, SupportDesk is used to log and track all IT related helpdesk calls. SupportDesk has proved invaluable to our department for a number of reasons:
- Work requests and IT related problems can now be entered quickly and efficiently into SupportDesk. As a result, it is very simple for all analysts to see their own work schedules.
- Management can get an idea of the level of calls put through the Helpdesk.
- External companies can now be measured against their SLA's.
- Statistical information can be provided quickly and accurately.
- Call History and Inventory can be built up quickly.
SupportDesk was very easy to install and intuitive to use. After-sales support (for the few queries we did have) was prompt and friendly. The system has many exciting modules and is a very reasonably priced product. For small to medium based companies, I would have no problem in recommending this product as an immediate solution."
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Richard T. Reade, MIS Helpdesk Manager |
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Bord na Móna, Eire |
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"We originally chose House-on-the-Hill because of the price. We had previously used a program we had written ourselves, but as our customer base grew, we needed a program that would better help our support staff. This program was very easy to learn and our support team loves all the customer information they can get out of it. All the information they need is in one program.
One of the features we like the best is the ability to attach documents to calls. We attach faxes, emails, and notes to many of our calls. We also have documents attached to customer records to keep track of our notes about them. We also really like the history on each call. This has helped us out tremendously when customers question us on what happened with a particular call.
We would highly recommend SupportDesk to any company who wants better control of their phone calls!" |
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Heidi Thompson,Software Support Coordinator |
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Incode-CMS, USA |
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"SupportDesk has increased our productivity in that, as a manufacturer of Telecommunications equipment, with many end-users, it was important to have the ability to assign/reassign tickets to departments, and/or individual technicians, or all of the above. The ability to have it done automatically based on selected criteria was a plus as well. Although not fully implemented, the WebServer will, over time, become more important to the company, and the end-users. The ability to research, at the click of a button, past and current calls, has added to the productivity of the technical support call center as a whole. We use SupportDesk to handle both Internal and External calls from End-users, Dealers, and our own IT requirements. Used as well by Product Management for reporting purposes.
All contacts with House-on-the-Hill have been prompt and courteous, whether on the phone, or by email. One of the biggest tributes I can make is that individuals at House-on-the-Hill have made EVERY effort to help me whether the problem was with the software, or in a LOT of cases in the beginning, my own misunderstanding of networks etc.
The features of SupportDesk I have found to be most beneficial are:
- Ability to have all information in an easily accessible database for the entire company to use as necessary.
- Ease of use from a call entry point of view; it is my experience that if helpdesk/tracking software is not easy to use, and fast, it will defeat the purpose of use. Supportdesk was chosen, because of it's entry format, and display capabilities to put as much or as little information on the screen as the user desires.
- The ability to add my own reports to the library.
- The Webserver interface
- KnowledgeBase
House-on-the-Hill software has exceeded our expectations due to the minimal amount of administration of the system. Once set up, it requires very little, if any, 'maintenance'." |
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eOn Communications, USA |
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International Baccalaureate Organization (IBO) |
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"We use SupportDesk to log queries received from IB co-ordinators in our IB authorised schools. These queries may be requests for general information, specific information about particular subjects or the administration of the IB programme and the use of "IBNET" our web service for IB co-ordinators. We selected SupportDesk because it was compatible with Oracle and also integrates with e-mail. Due to global time differences most of our queries are received via e-mail. Queries may be received by e-mail, telephone, fax or letter so we have found SupportDesk useful to log all queries in one place and to record which colleague is dealing with which query.
We have also found the use of the KnowledgeBase very useful to record standard answers and to search for answers related to certain topics and this has saved us a lot of time. The statistics options have also proved useful in monitoring trends with regard to the topics most frequently enquired about, and peaks and troughs in the number of queries received over our annual cycle, which helps with planning resources." |
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Helen R. Murray, Helpdesk Manager - Coordinator |
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IBO, UK |
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Driver & Vehicle Testing Agency, Department of Environment Northern Ireland |
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"Can I just take this opportunity to commend yourself and the whole House-on-the-Hill team for your excellent customer service. Many thanks." |
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Sharon Hughes |
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Driver & Vehicle Testing Agency, Department of Environment Northern Ireland |
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Vedior Interim |
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"Once again, thank you for the swift answer. I am always surprised by the quickness of the return mail, and the quality of the answer is always perfect. Congratulations!" |
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Kurt Van Praet, Helpdesk Supervisor & Contact Center Manager |
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Vedior Interim, Belgium |
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