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Lightsout Computer Services delivers IT support to customers which range from large corporations to SMEs. It’s won many awards for innovation, and its operations grew from one to six offices throughout the UK within the space of three years.
From the outset the directors who co-founded Lightsout wanted to provide the same high-quality service to all customers regardless of their size. This meant providing the skills enjoyed by large organisations to small companies in which such expertise had previously been out of reach.
As the company followed a rapid growth curve, it became evident that it needed something more than what the existing helpdesk software market offered. Allocating the growing volume of incoming calls to engineers with various specialisms across six sites would soon be too much to administer manually.
Lightsout Computer Services adopted CORONA, a workflow management system with a helpdesk software module. It had won numerous awards in many other industries.
Although its helpdesk module is just a tiny part of CORONA’s overall functionality, there were many immediate advantages which could not all be found in other helpdesk software products on the market.
Some of the aspects which immediately increased efficiency included:
"CORONA’s helpdesk module makes it impossible for any of our operatives to unknowingly exceed designated response times. When customers log calls through our web portal they’re fed straight into CORONA’s call management system where they’re prioritised.
"From a call management point of view, CORONA eliminates the risk of allocating tasks to somebody who’s off sick, on holiday or allocated to another project. It automatically cross-references engineer schedules.
"No other helpdesk system that I’m aware of does this. The efficiency gains were immediate, saving thousands of pounds within the first month of use.
"CORONA’s thorough monitoring of each task highlights the best engineers and provides a real-time indication of cash flow for those on dynamic contracts.
"It has eliminated the need for pure scheduling roles, which has saved a large amount of money. Other roles have been deskilled through automation which has also helped reduce costs while increasing efficiency,” explained Richard O’Malley, Manager of the Helpdesk team at Lightsout Computer Services.