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.
For more information visit www.livetime.com