Case Studies

Beetil helps beat the back-log

Noel Leeming Group is New Zealand's leading appliances and electronics retailer. As well as providing the latest and greatest gadgets, the company prides itself on its impeccable service. So when it came to finding a service management tool, Beetil was a natural choice.

Before Beetil, Noel Leeming Group had a Lotus Notes in-house developed helpdesk application. But in recent years the number of calls coming in was climbing about 20% a year.

IT Manager Darrin Harper says the existing system couldn’t cope with the volume of calls, and couldn’t make connections between issues. “It did its job but didn’t add a lot of value.”

A lucky find
Finding Beetil was a happy accident. “One day I had to log a call with another company and they sent me a link to Beetil. I checked it out and thought that’s fantastic. I showed it to Abraham Reyes, our Service Desk Team Leader and he was similarly impressed.”

Beetil appealed to Darrin on a lot of levels. It’s ITIL aligned, service focused, and the user interface is clean and easy. “It’s a really well thought out product, and the extra functions such as being able to see SLAs means we can be more responsive.” The fact that it’s a locally based company was also appealing.

Getting started in the cloud
Darrin and Abe took Beetil for a test drive and introduced it over a few months. Noel Leeming Group now has close to 50 people actively using Beetil and 450 customers who can log a fault with the service desk.

“Setting up was pretty easy, there was no training required – we just sent around a note to everyone pointing out the differences with the old system and that was it.”

How Beetil is paying off
Beetil is making life easier for IT: it’s easy to use, stable and reliable. It’s also helping to reduce the number of calls and emails to the IT service desk.

Darrin’s favourite features include:

• Configuration.
  Configuration management allows services to be aligned with underlying servers so that impact analysis can be performed.
• Comments.
  This feature lets you look at an incident and see the whole history.
• Freebies.
  Get regular enhancements – that you actually want – for free.

Identifying patterns means fewer problems
Darrin and Abe meet every week to see if there are recurring incidences that can be flagged as reoccurring problems. Because Beetil helps with matching related incidents, spotting patterns is easier.

“I’d say it’s reduced our outstanding call backlog by about 20%, due to the extra features it gives the service desk. You can turn the SLA on and see on the dashboard what’s due today. I think any organisation that installed Beetil would quickly see a drop in the number of calls they had outstanding.”

So how has Beetil gone down with an IT team that were used to their own system? “The team like it. It’s a modern interface which takes a lot less clicks to get things done. I think if we went back to the old system they’d be horrified!”

Support when you need it
Darrin’s team logged a few queries early on while getting to know the new system. “We had quick responses from Luke and the guys were really good about getting back to us quickly.”