Major UK transport operator, Abellio Group (Abellio) was experiencing inefficiency when administering their system and business processes. The complexities with standard business requests combined with additional project requirements led to stretched employee resources and issues were not being resolved. With no helpdesk function in place, a single mailbox was used to log support requests which resulted in issues being missed and users becoming frustrated. A need was identified for a dedicated helpdesk function. Escone was approached to see how we could improve administration of applications and processes using our cloud-based, helpdesk solution Escone Assist.
Escone delivered a situation analysis to identify process issues as well as demonstrate key areas that Escone Assist would significantly improve. Escone Assist was then implemented providing access to an experienced, committed team of super users, dedicated to managing and resolving issues and requests. Additionally, Escone work closely with Abellio on a consultancy basis to bolster project resources in line with business requirements. The helpdesk and consultancy support has delivered consistent change control ensuring Abellio is confident their issues are being managed in a timely manner and to the highest standards. This brought improved resolutions times, increased staff productivity and greater reporting capabilities.
What did the Client Say?
Head of Financial Accounting, Abellio Group
“Escone Solutions has allowed us to enhance our internal control and consistency across our financial applications. They have made sure we have a centralised point of contact for all finance systems requests along with visibility and management of these requests. Working with the finance teams within the group and spreading understanding across a team of support analysts and consultants has allowed us to reduce the risk of the organisation relying on single points of application knowledge going forward.”