“In 2016 we faced disruption to the business following the resignation of 2 key members of our support team. After being introduced to the services that Escone provide, we quickly began to see the benefits of bringing in this experienced and pragmatic team to manage the support of our financial applications. Escone have more than repaid the faith we showed in them by consistently bringing stability, control and initiative to our business. Escone have become a seamless extension of our IT department.“
Stephen Harton, Head of Finance – Group Financial Controller, INM
In 2016, Independent News and Media PLC (INM) implemented the eBIS workflow system to help control spend and bring structure to the approval of purchase orders and invoices within their OpenAccounts financial package. Following this implementation, 2 key members of their systems team left the business, leaving a large knowledge gap in the structure and processes of their OpenAccounts and eBIS systems. To make matters more complicated, INM had a lot of very effective bespoke functionality and a large cross section of users.
In August 2016, INM took on our help desk solution (now known as Escone Assist) to help support and manage these business critical applications.
Our team took on the role of the internal application super users and was initially tasked with the challenge of gaining a full understanding of the current business process and to document these findings. This was no simple task given the complexity and volume of INM’s system configuration and integrations. We were able to rapidly respond to this request and were able to begin providing support to INM as their internal super users without any breakdown in the continuity of their business processes.
As part of the Escone Assist helpdesk solution, there was also a requirement to bring in a stringent change control process for application improvements and fixes to business as usual functionality. The team has also been utilised on a project basis to help identify and action new and improved functionality to improve efficiency and improvement reporting capabilities.
Since 2016, we have built a very strong partnership with INM and have become a seamless extension of their IT team. During this time we been providing consistent results, meeting our KPIs, supporting business as usual processes and delivering on project based work.
We have brought stability to a key area of the business, allowing INM to feel conformable that their applications are in safe hands.
In 2018, as part of the support agreement with INM, we were audited by a professional international auditing firm and successfully passed.