Ryannair makes helpdesk management easier

September 26th, 2007 • Related • Filed Under

http://www.vnunet.com/computing/news/2199524/ryanair-numara

Budget airline carrier Ryanair has achieved 99 per cent user satisfaction with its IT helpdesk after implementing an internal service desk management system.

The helpdesk system was rolled out across Ryanair’s 135 European locations supporting more than 1,000 users.

The key benefit of the Footprints system, supplied by software firm Numara, is having a clear, visible central system for assessing IT problems, said Ryanair IT director Eric Neville

“The system records every email interaction and all historical information on a query and even if an email is sent to a third-party supplier the correspondence is still captured,” he said.

Very cool, this is particularly effective from a service delivery angle and lets IT show the customers the full audit trail of the call, that we’ve escalated to a vendor/support provider to assist, that the issue is being dealt with, this is even more so in terms of the service level agreemtn aspects of running a help desk. An interesting read, check it out.

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