July 9, 2012 -
Royal Wootton Bassett, U.K.
– With the aim to find a new Service Desk software solution that offered complete customization and seamless upgrades, Baillie Gifford initially reviewed a
range of products against a set of key features to ultimately select Cherwell Service Management™ from Cherwell Software®.
According to Rob Whittaker, Baillie Gifford’s IT service desk manager, three things stood out about Cherwell. Firstly, how intuitive the product is. With
some of the products reviewed, it was difficult even to see how to log a call at first glance. Secondly, Cherwell’s one-steps (launched manually or
automatically) would help his team to save time and automate regular, repeatable tasks. Lastly, Cherwell's codeless configuration technology and seamless upgrades could potentially
save time and effort.
“When we started the review process, we had not heard of Cherwell Software,” says Rob. “The company came up in an internet search, and based on the demos
and videos on its website and the fact that its sole business focus is ITSM, it became a candidate we wanted to see more from.”
itSMF Annual Conference
Prior to the itSMF Annual Conference in November 2011, Baillie Gifford narrowed down its prospective list and reviewed four solutions at the show. “During
the two days, we visited the Cherwell stand three times,” says Rob. “Unlike at other stands, when we asked questions we weren’t just given a standard demo;
we were shown how the product would function. With the other vendors, features were always ‘coming soon’ or ‘could potentially’ do what we were looking
for. The Cherwell product matched what we had learned from their website. It’s built from the ground up and is not just shoe-horned onto another product.”
Subsequently, Richard McGrail, Baillie Gifford’s head of information systems and partner (IS), had a call with Cherwell’s CEO Vance Brown to confirm their
understanding of the Cherwell product, the company’s position and history within the market, and very importantly,the company’s culture. Such easy access
to key personnel helped to consolidate their decision to move forward with Cherwell.
Following a stringent software testing and evaluation process starting at the end of 2011, Baillie Gifford placed their order with Cherwell in early March
2012 and went live with Cherwell Service Management on May 21, 2012. It spent a weekend migrating final data, live testing and rolling out, but come Monday
morning, staff started using the product and never looked back.
“You know, Cherwell offered us the product to test and evaluate prior to making a purchasing commitment,” says Rob. “No one else offered us that. They
allowed us to go away and actually use the software to make sure it met our needs. This tells me that the company is confident that the product can do what
they promise it will do.”