Blue Arrow improves IT helpdesk
process with .NET
Profile
Founded over 40 years ago, Blue Arrow Ltd. is one of UK's
largest recruitment businesses. Their business operations
are channeled through six companies: Blue Arrow Nursing Care,
PRN, Medacs Healthcare Services, MTS, Core Staff UK, and Austin
Benn.
Customer Situation
Blue Arrow has more than 200 branch offices spread
across the United Kingdom, and IT support calls were
managed in a relatively ad hoc manner. It needed to
build a system that would provide centralized
administration, logging and management of IT support
calls. The company decided upon a ‘total’ solution to IT
Help Desk management, across branches, which would later
support a smooth migration of IT Help Desk support to an
offshore location.
Solution
Using Microsoft .NET technology, Genisys Software
provided Blue Arrow with a turn-key solution for their
IT support Help Desk. Genisys developed BASS (the Blue
Arrow Support System) around a centralized SQL Server
2000 database, incorporating features such as Call
logging by IT support agents; Self Help call logging;
SLA’s; Call escalation and Customized reporting along
with modules for Asset & Facilities Management. |
The .NET Architecture and ASP.NET's enhanced
performance allow Blue Arrow and Genisys to receive
constant updates as calls are logged and processed
through to resolution. 
Dan DiGregorio
CSG Group IT Director
Blue Arrow Ltd
www.bluearrow.co.uk |
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The CLR from Microsoft's .NET framework helps
in writing reusable components for web- based
applications and provides our programmers with
the ability to preempt run time errors during
development. Rapid Application Development helped
us achieve high levels of productivity, which
translated into a shorter time-to-market and higher
levels of customer satisfaction.
Shishir Totre
Technical Architect
Genisys Software
www.genuk.com |
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Benefits
Blue Arrow now has a centralized system for IT Helpdesk servicing.
The system also provides Asset Management features that let
Blue Arrow track IT support costs against specific IT assets.
The system has enabled successful migration of the first
level IT support calls from all its 200+ Branches to the Genisys
Offshore Centre in India. The solution has brought about process
improvements, enabling Blue Arrow staff to concentrate on
second and third level support.
After implementing BASS, call resolution figures have
increased significantly, thus resulting in improved end-user
satisfaction levels. Call abandonment rates have now dropped
to less than 1%.
Partner: Genisys Software |
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