Improving community care services with an innovative, integrated service management offering.

Delivering services to a population of 600,000 people, Gloucestershire Care Services NHS Trust employs 2,700 people and work in close partnership with social care colleagues from Gloucestershire County Council. The Trust is responsible for running the county’s community hospitals, provide nursing, physiotherapy, reablement and adult social care in community settings, plus an extensive range of additional specialist services such as community dentistry, sexual health, diabetes and school nursing.

Following the introduction of a new clinical systems solution called SystmOne and to gain further increased efficiencies the Trust wanted to implement a single IT service desk to support all community services.

Having conducted a rigorous product selection process, a number of possible vendors including Cherwell, ServiceNow and Topdesk were evaluated, which resulted in the selection of the Cherwell Service Management solution from CRMworks. In addition to the selection of the right ITSM product, it was critical to ensure the Trust chose the right implementation partner. Ben Iles said “We were very impressed with the knowledge and approach of the team from CRMworks, which was a key factor in our selection criteria”.

The Trust went live with their Cherwell solution in October 2015 and are planning to utilize more management process and the self-service portal during 2016, having already integrated the Bomgar remote support solution.

Ben Iles “We wanted a solid all-round solution that came with bonuses, the combination of CRMworks and the Cherwell system have helped us to deliver and more on those core requirements”.

Comparison site has chosen to deploy Cherwell IT Service Management to help maximise efficiencies within the IT business.  This investment forms the foundation of the organisation’s strategy for a transparent and results-driven IT infrastructure that has the flexibility to meet the organisation’s needs now and in the future.

CRMworks Ltd, a leading implementer of ITIL based solutions, has been commissioned by to deploy Cherwell to underpin its service management strategy and enhance processes and procedures.  With more than 15 years’ experience, CRMworks will deliver a phased solution that will help to reach its goal of becoming a World Class IT organisation.

After evaluating a number of products on the market, Ben Wigley, Head of IT Service Management at, found that Cherwell provided the required flexibility to adapt to the changing requirements of the business.  “ is a young, vibrant and rapidly expanding company, so we need to work with people who understand our business objectives and provide good advice. The team at CRMworks has demonstrated this already by showing us that Cherwell will provide us with the framework to formalise our processes and procedures,” commented Ben.

Based on the system implemented by CRMworks, Ben’s team is already getting great feedback from employees.  “Initial results have been very promising and internal customers have noted improvements straight away.  They are reporting much better incident resolution times and significant improvements in communication with the department.  We are confident therefore that the combination of Cherwell and CRMworks is going to provide us with a solid basis on which to build.”

Commenting on the project, David Knowles, Managing Director, CRMworks Ltd said, “We are delighted to be working with and are thrilled that they have chosen to work with Cherwell, as it is the ideal platform on which to build any business workflow. Its open API also means that it will integrate with existing technologies to provide a ‘joined up’ view of an organisation that is vital to the decision making process, especially in a price sensitive market.”

Mace Group, the prime contractor for the Birmingham New Street Gateway Project has selected the Cherwell Service Management platform to underpin its contractor management requirements.

The Birmingham New Street Gateway Project is a £1.3bn project to transform Birmingham’s New Street station and create a stunning 21st century transport hub for Birmingham and the West Midlands. Since the completion of the Olympics site, it is the largest single construction site in the United Kingdom. The project is expected to bring major economic benefits, helping economic growth by creating new jobs and stimulating regeneration.

Prior to being awarded the contract, CRMworks and business partner Belton Consulting worked with Mace to produce a detailed proof of concept, allowing contractors to schedule on-site work against pre-existing work packages, allocate staff and complete pre and post-work activities, all via a bespoke contractor web portal.

The solution is critical to ensuring that contractor staff have the requisite permits to work on site and that appropriate risk assessments have been conducted. Integrated reporting and barcoding have been utilised to streamline the process of issuing and returning staff permits.

As Coller Capital’s IT systems grew in size and complexity, it became apparent that our existing ITSM product was no longer up to the job. Having reviewed the available options we chose Cherwell Service Management as the tool that matched our requirements and were recommended to contact CRMworks for the implementation. Having established our requirements, a pragmatic delivery plan was put together and a flawless live launch followed. End users now have a self-service portal to raise tickets and find information, whilst the IT Service Desk has a powerful tool to help track and resolve incidents, requests, problems, change and more.

Over the last few years we have continued to build upon our Cherwell system with first class support and guidance from CRMworks. The solution has been tailored to our specific requirements and is flexible enough to be modified if the need arises – it truly is a reliable, feature rich application. If you can articulate your process, CRMworks can help you realise that vision.

To us, CRMworks are no longer a supplier, they are a strategic IT partner.

Coller Capital Ltd