London-based online gambling provider Sportingbet has announced that it will be upgrading its customer service capability by utilising the FootPrints 8 service desk management solution from Numara Software Incorporated.
Reading-based Numara is a leader in service desk management solutions and Sportingbet will begin implementing FootPrints 8, an advanced and adaptable service management platform verified by the Information Technology Infrastructure Library, over the coming months.
“We run an extremely busy IT department and, as you can imagine, we are heavily reliant on technology as a business and downtime costs money,” said Gurdip Clare, Operations Manager for Sportingbet.
“Up until now, we have been operating multiple systems and this was proving difficult for trend analysis and having any meaningful key performance indicators. Our aim was to purchase a solution that was 100 percent web-based and could provide us with one single centralised system. Numara FootPrints won hands down and met our requirements more closely than any of the other products that we evaluated.
”The solution is also verified by the Information Technology Infrastructure Library, which gives us the flexibility to grow the tool as the business grows. But, most importantly, Numara FootPrints will provide a single system for all incidents so that, moving forward, we have better reporting, time management, resource management and we can further improve communication.
“Numara FootPrints 8 is written in an easy-to-use code, which enables us to make our own alterations and changes as we go along. This was very attractive because it means that we can build additional workflows and easily adapt the service desk to the needs of the business.”