Very positive, a helpful company who actively listen to their customers in relation to build improvements and new features. An easy to use system which feels intuitive and can be used in a myriad of ways.

The experience has been great. My service has really taken to it, and we have seen a big improvement in the way our service desk is used. It has saved us time and enabled us to identify trends and problems with our processes.

We had to integrate the Service Desks for 3 Hospitals into one using aggressive timescales with limited resources. The support received throughout has been outstanding, and any issues identified are normally addressed in a very timely manner. The support via the Forums and the experience of the Hornbill Family is brilliant.

The product was initially rolled out to just IT, but we've expanded it to all of our administrative and support departments since then. Whenever we ran into a question or issue, our local support team would help us through it and if they needed help, they would bring in others. I don't know of anyone, in the 25+ years I've been in IT, that has found a piece of software that will everything they want. But until Hornbill, I've also never found a company that will actually be a "Partner" and work with you to either find the solution or work around. It has also been rare for me to see a software company listen to our suggestions, put them in their development queue and then implement those in future releases. They have truly been a Partner for us!

One of our major accomplishments is getting all administrative teams on the platform. This has provided insight to workloads and request volume to our leadership team which has supported us to hire more administrative positions. Previously, using only outlook, this volume was hard to capture. We've also succeeded in making our disorganized org chart visible to leadership, showing how more structure is needed with our Operations team. The piece we've been most happy with is the support. On the forums, with [SENSITIVE CONTENT HIDDEN] at Hornbill, with the support from Bittercreek, and even from [SENSITIVE CONTENT HIDDEN] himself. This has, by far, set Hornbill above any other vendor (ITSM or not) that we've ever worked with.