Xentrall Shared Services, a public sector partnership between Stockton-on-Tees and Darlington Borough Councils, have successfully rolled out assystNET from Axios systems to a warm reception from their business users.
Having used Axios' award winning IT Service Management (ITSM) software, assyst, since 2009, the organization have rolled out the assystNET Self-Service portal to more than 5,000 business users throughout the council over the past year.
Like many organizations, Xentrall Shared Services were under increasing pressure to cut operational IT costs whilst at the same time improving the quality of support they offered, and recognized that assystNET could help them do this.
In addition, they successfully upgraded to the latest version of the software over recent months, giving them access to a new user interface and all the latest features, with minimal disruption to the business.
Oliver Plumpton, Assistant Head of ICT Services, from Xentrall, said "The rollout of assystNET over the past year has not only reduced calls and pressure on the service desk, but also empowered our business users, giving them a greater experience overall. I am pleased to report that this, coupled with the seamless recent upgrade to assyst10 and the new intuitive UI, has led to highly positive feedback from both the IT team and our business users."
Axios Systems offers a range of self-service solutions via the assystNET self-service web portal. End-users can log and track their own incidents, search the knowledge base for non-technical resolution procedures, request services and find information on service status - all without assistance from the service desk. The service desk, in turn, is freed up to focus on resolving more complex issues.
Ailsa Symeonides, Sales and Marketing Director at Axios Systems, said, "It is encouraging that businesses are recognizing the need to focus on the business user and we are delighted that assystNET has helped Xentrall Shared Services to increase satisfaction throughout the organization."
Having used Axios' award winning IT Service Management (ITSM) software, assyst, since 2009, the organization have rolled out the assystNET Self-Service portal to more than 5,000 business users throughout the council over the past year.
Like many organizations, Xentrall Shared Services were under increasing pressure to cut operational IT costs whilst at the same time improving the quality of support they offered, and recognized that assystNET could help them do this.
In addition, they successfully upgraded to the latest version of the software over recent months, giving them access to a new user interface and all the latest features, with minimal disruption to the business.
Oliver Plumpton, Assistant Head of ICT Services, from Xentrall, said "The rollout of assystNET over the past year has not only reduced calls and pressure on the service desk, but also empowered our business users, giving them a greater experience overall. I am pleased to report that this, coupled with the seamless recent upgrade to assyst10 and the new intuitive UI, has led to highly positive feedback from both the IT team and our business users."
Axios Systems offers a range of self-service solutions via the assystNET self-service web portal. End-users can log and track their own incidents, search the knowledge base for non-technical resolution procedures, request services and find information on service status - all without assistance from the service desk. The service desk, in turn, is freed up to focus on resolving more complex issues.
Ailsa Symeonides, Sales and Marketing Director at Axios Systems, said, "It is encouraging that businesses are recognizing the need to focus on the business user and we are delighted that assystNET has helped Xentrall Shared Services to increase satisfaction throughout the organization."
