About Hornbill

Hornbill is a cloud-based solution that helps organizations automate workflows for managing customers, employee experience, information technology (IT) and human resource (HR) teams. It enables employees to collaborate on projects, generate custom reports, manage tasks and capture and store business data in a centralized repository.

Professionals can use the application to create, manage and control shared inboxes to communicate with internal and external stakeholders. It offers a host of features such as an activity dashboard, auditing, knowledge management and more. Additionally, it allows customer experience (CX) teams to create interactive content, share ideas and feedback with team members, maintain service catalogs and resolve customer queries and issues....


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30 Reviews of Hornbill

Average User Ratings

Overall

4.7 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(22)

22

4 stars

(7)

7

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 30 results

July 2020

User Profile Picture

Keith from Leica Microsystems

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Medical Devices

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2020

Excellent Application from a Great Vendor

I have been very happy with the selection of Hornbill, both from a product and a company perspective. The product is developed at a healthy pace with new features implemented regularly. The product has been easy to use and configure.

Pros

I liked how intuitive the product is to use. There is no steep learning curve allowing you to get off the ground quickly with a very sophisticated implementation. Key for me is the ability to configure everything myself and be completely self-sufficient while knowing that help is close at hand whether through the excellent user forum or via the customer success team. The pace of development is good and I really appreciate the ability to give input to feature requests via the user forum.

Cons

Dynamic reporting capabilities - While there are several layers of reporting within Hornbill including several types of dashboarding, list reports, measures etc I would still like to see this area of the tool improved upon. The My Dashboards functionality is excellent for day to day individual reporting but I felt it necessary to use Power BI when I wanted to really dig deep with the flexibility to dynamically pivot based on any criteria I defined.

Reasons for Choosing Hornbill

Three key reasons, 1. I really liked the fresh look and feel of the product. I felt that the product was more innovative than other products and had a distinct approach which separated it from its competitors. 2. I felt that Hornbill gave us the best opportunity for self-sufficiency. Avoiding high consultancy costs was something that high on my agenda. I wanted to be in control of all configuration safe in the knowledge that help was close by, IF I needed it. 3. I was impressed with Hornbill as a company. Their transparency about the product's capabilities was refreshing and I felt that they were someone I could really partner with and have input to the products development.

Reasons for Switching to Hornbill

Harmonization across multiple departments globally.

August 2020

Dave from Bird & Bird (Netherlands) LLP

Company Size: 1,001-5,000 employees

Industry: Legal Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

August 2020

Hornbill Service Manager

Excellent, good support and help with setup Business Processes and Progressive Captures. We use it on a daily basis for all IT support tickets firmwide.

Pros

Relative ease of setup with good support from Hornbill during the setup. A lot can be customized.

Cons

Just minor things but that is due to our many offices with different languages.

Reasons for Choosing Hornbill

The features it offered for the price, as we really use the product for a specific task and Hornbill has modules so you'll only pay for what you use.

Reasons for Switching to Hornbill

We needed a firmwide solution, there were different products in place in the firm and we wanted a single firmwide solution.

August 2020

Joyce from Vinci Construction

Company Size: 5,001-10,000 employees

Industry: Construction

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

August 2020

Easy to customise to your requirement

Good overall experience in designing the back end, and implementing most of our ITIL Process within IT department and the business as a whole.

Pros

Easy to customise to follow our processes, and be able to use it beyond IT Service (provide Enterprise service to other department in the organisation).

Cons

Limitation in some features. Not be able to correct a wrong BPM once the ticket is resolved. Not being able to localise changes

Reasons for Choosing Hornbill

Price difference Easy customisation Customer service provided by Hornbill Potential of expanding the use of Hornbill beyond IT

Reasons for Switching to Hornbill

End of service and requirement to upgrade to a more expensive version

July 2020

Lauren from Essex Police

Company Size: 5,001-10,000 employees

Industry: Law Enforcement

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

July 2020

Easily built, easily used

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.

Pros

I like that we can build, edit, and move the system ourselves without having to rely on a company/IT team to do any necessary changes for us. I like the system can grow with us, and we can continue to add services and categories as necessary.

Cons

I dislike the report, widgets, and dashboard functionality immensely. I find it very clunky and cumbersome to pull meaningful graphics out of the system due to not being confident or comfortable with the coding requirements to link tables and such.

Reasons for Switching to Hornbill

To have a customer facing self service portal.

July 2020

Frank from Landmark Information Group Ltd

Company Size: 501-1,000 employees

Industry: Financial Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2020

Hornbill Service Manager

Hornbill has broadened our horizons of the possibilities. This is particularly the case with automation of processes eg starters/movers/leavers, Sev1's, MI's and other business area processes There are other paid-for and free modules which enable further integration such as Document Manager, Asset Management, Supplier Manager, Project Manager etc.

Pros

Easy to use and configure. Workflow interface is extremely good. There feels to be a real energy with Hornbill to develop and move the product forwards. They are building ITOM (IT Operations Management) for further automation within customer's infrastructure (on-prem) as well as Cloud. The Customers' Forum is very active and responses from Hornbill are generally quick and very knowledgeable.

Cons

A number of updates are currently causing issues the next day. Hopefully that will improve soon. Trying to get enhancements accepted can be tricky but to be fair that is the same with any provider - generally we have found it easier to have our voice heard than with the very large providers. Reporting can take a while to sort but in a complex system that is not unusual - you don't need coding skills but knowledge of SQL expressions/structure is useful. Migration from Zendesk for all our historic tickets was very painful - we had over 100,000 and this has taken months to complete.

Reasons for Choosing Hornbill

Fixed pricing for life.We felt a valued customer. Ease of use of product. [SENSITIVE CONTENT HIDDEN] is a real techie and continues to be very active and engaged with the product.We have never felt that Hornbill was pushing us down an expensive 'extra paid consultancy' route. They pride themselves on customers being able to self build etc.

Reasons for Switching to Hornbill

No longer suited our business requirements. Lack of options for automation and poor user/developer interface. The product was not heading in the right direction for us.