GAB Robins, Efficient call logging and task management to enhance trouble shooting using iSupport

Overview

The Cient

The GAB Robins Group was established in 1872 and now provides the world's most comprehensive network of loss adjustment, risk management, inspection and investigative services. GAB has 50 offices in the UK and a presence in 36 other countries which together handle more than 1.7m claims annually.

The Challenge

Alan Johnston, user support manager, says: "An increasing number of calls and requests to the internal help desk demanded more efficient call logging and task management to enhance trouble shooting.

The Solution

c.Support - a strategic help desk that keeps users and systems productive by enabling them to answer calls, resolve issues, anticipate events and prevent problems.

The Key Outcomes

Control

"Improvements were noticed instantly. Requests are no longer forgotten or put on the back burner, and calls are properly tracked and controlled."

Support

"We have had no real problems - the solution is more than reliable - and Tricostar personnel have always been there when we have needed them; always keen and eager to give support and be responsive to any requests."

Capacity

"The solution facilitated a more effective linking of all the company's sites across a wide area network."

Scalability

"Our help desk was transformed and other modules and interfaces are being considered."

The Final Word

"The solution has completely fulfilled our hopes and expectations of it."