Ginsters selected Sunrise’s Sostenuto ITSM system for its modular functionality and easy to use interface and ability to be configured, following a review of several shortlisted competitor solutions.
Fran Reilly, IT Support Technician at Ginsters’, said; “Until we implemented Sostenuto ITSM we had no way to track user calls or to meet our business Key Performance Indicators. We liked the look of Sunrise’s software as it has a straightforward user interface and it is relatively easy to configure to our needs, while still allowing us to adopt ITIL best practice processes. Its modular structure also means that we can readily adapt it to support the needs of other service departments.”
Currently Sostenuto is used for Incident Management and Knowledge Management, with plans to introduce Change Management over the next six months. All staff log and track their own support or service calls using the Iguana self- service portal, accessed via a short cut on their desktop.
Feedback on the self-service portal has indicated, through annual survey results, that it has contributed to users having an improved IT experience overall.
“The self service portal means that all our users have full visibility of their own incidents – what they have logged and the status,” said Reilly. “Since using Sostenuto we have been able to prioritise and deal with calls much more efficiently, providing a much better, quicker service, with the same resources. Over 80% of users are using the portal, with more than 60% claiming it has improved their overall experience of using IT.”
Geoff Rees, Sales Director of Sunrise Software, concluded: “We provide applications which underpin business processes across our customers’ organisations enabling companies like Ginsters with multiple operating units and sites to provide a seamless service to their end users. Our expertise in providing IT service management and customer service management systems, supported by best practice guidelines enables customers to configure the systems to match their unique business requirements. Sostenuto transforms an IT department, enabling provision of outstanding service delivery to its end users, benefiting the business with more streamlined work practices and increased efficiencies.”
For more information on Sunrise Software, its products, services and customers, please visit www.sunrisesoftware.co.uk
NOTES TO EDITORS
Ginsters is the brand leader of the chilled savoury pastry market and is one the nation’s favourite brand of snack food. Located in Callington, Cornwall, the Ginster family founded the company in 1968 and with a staff of 30 people the family produced hand crimped Cornish Pasties.
Since being acquired in 1977 by Samworth Brothers Limited, Ginsters has grown from strength to strength and now employs over 750 staff producing over 3 million units a week.
For more information please visit; www.ginsters.co.uk
About Sunrise Software
Established in 1994, Sunrise provides applications which underpin business processes across its customers’ organisations. A privately held, UK based company, Sunrise has a highly successful track record in IT service management, customer service management and business process management with fully configured applications designed around best practice guidelines.
Available as either on-premise or Software as a Service (SaaS) Sostenuto, Sunrise’s flagship product is totally web-based which harnesses modern technology with inbuilt resilience. Sostenuto is a comprehensive software tool which offers a high degree of flexibility, allowing organisations to change or introduce new processes through simple configuration.
There are three different variants to address different business requirements:
• Sostenuto ITSM available as ITSM2 and ITSM3 (ITIL2 or ITIL3 versions)
• Sostenuto CSM, a non-ITIL tool for customer service departments.
• Sostenuto BPM, which allows organisations to create their own applications
Many organisations use Sostenuto across the UK, with high profile users including Anglian Water, the NHS, Rugby Football Union, University of Greenwich, Muller Dairy and many more.
For more information please visit: www.sunrisesoftware.co.uk
020 8391 9000