Salford City Council
Corporate Infrastructure Architect
Since April 2009
Salford, United Kingdom
SCC ICT Services provides Managed IT Services and Cloud Services to a growing number of organisations using a per unit pricing model for services. We looked at several helpdesk and Professional Service Automation tools to assist us with managing customers and our accounts. We looked at several products including best of breed in several spaces however integration was going to prove challenging. HarmonyPSA met the majority of our requirements in a single product allowing us to manage customers from opportunity through to support.
The use of a single product allows for us to see everything about each of our customers including quotes, orders, invoices, tickets, inventory and projects. The single view throughout the system allows total customer management from a technician, account manager and director level showing performance and income consistently. HarmonyPSA is constantly evolving as a SaaS based solution meeting new requirements as technology changes the way that services are delivered. Feedback is always welcomed and depending on the changes soon finds its way into the release schedule.
Integration with external tools is new and a little young however hopefully this will mature and extend its reach. The rapid development does lead to some inconsistencies through the solution and documentation can be a little behind the release schedule due to the agile development methods used however this does not impact on the benefits of the approach.
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Less than 6 months
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