London Borough of Merton has upgraded its IT platform to increase the proportion of requests driven through online channels.

With telephone support previously being the primary channel for logging service issues at busy periods, end-users often experienced long waiting times.

Now, the council has upgraded to Hornbill’s Supportworks ITSM Enterprise version 3, which will enable customers to submit faults, track their progress, request loan equipment and view FAQs and quick tips that may help them diagnose and resolve issues themselves.