The Nicholls & Clarke Group is a business dedicated to the manufacturing, distribution and retailing of quality building products. With 24 UK locations and over 550 employees to support, effective support infrastructure was something of a challenge to Narendra Joshi, Head of IT. “Previously we used a home grown Service Desk system” explains Narendra, “However, in an ITIL compliant environment like ours, where all IT staff are ITIL trained, we felt that we needed to make the investment in a platform that would rise to meet our operational standards and grow with us into the future.”
Following a comprehensive market review, Nicholls & Clark selected Sunrise Software for its technology, its people and for the company’s pragmatic and understated approach. “We liked the flexibility that the software platform’s modular approach presented to us,” adds Joshi. “It means that we can take a phased approach and grow across the business. The browser based interface is ideal for our environment and, coupled with the software’s integration with social media, showed Sunrise to be a really forward thinking company.”
Initial implementation is in the IT department, where Sunrise ITSM is providing a comprehensive Service Desk solution that will be especially beneficial in supporting the group’s ITSM best practice approach. The system will provide support for each of the 100+ merchant trade account, desktop, manufacturing, distribution, ERP and financial systems that need to be maintained across the 24 sites.
Nicholls & Clarke plan to create a software Asset Management system that is heavily influenced by ITIL best practice. It will support the creation and management of a group-wide software library so that the IT team will be able to track and manage software versions, license management and renewals planning by using Sunrise ITSM’s comprehensive reporting functions.
The next step will include extending the roll-out to the customer services team; providing a support desk infrastructure to track and monitor operational and business issues ranging from pricing enquiries to business processes, order queries and web order support.
By extending this single platform further across the business, Nicholls & Clarke hope to create more efficient internal processes and gain better insight into daily business operations. This will allow the group to identify knowledge gaps and develop and grow its already strong training and coaching exercises for the people that are on the Service Desk.
Geoff Rees, Sales Director at Sunrise Software commented “organisations like Nicholls & Clarke that have seen strong organic expansion often out-grow their existing software systems. The business benefits of moving to a fully integrated Service Management Platform that can span all service and customer facing functions, without the overhead of maintaining an in-house developed system, are wide-reaching;
NOTES TO EDITORS
About Nicholls & Clarke
The Nicholls & Clarke Group is a business dedicated to the manufacturing, distribution & retailing of the finest building materials. Founded in 1875 in London, the business has grown from servicing the capital’s building trades to becoming the largest privately owned national manufacturer and distributor of fine quality building products throughout the U.K and internationally through its export division.
Nicholls & Clarke’s tiling contracting business operates in the South East of England carrying out specialist commercial and domestic tiling installations. The company is a high quality nationwide tile & bathroom retailer, with an ever expanding chain of stores specialising in the retailing of tiles, bathrooms, wet rooms and related products. These stores benefit from in house manufacturing and distribution expertise.
For more information please visit: www.nichollsandclarke.com
About Sunrise Software
Sunrise Software has 20 years’ experience implementing service management software that enables organisations to support both internal and external customers. The software is designed to meet industry best practice and is easily configurable to meet individual organisations’
The software is browser based, making it easy and intuitive to use. It comes in several versions suitable for Customer Service departments that are speaking to external customers, IT departments providing technical and support services to the business, and other departments such as Facilities management and HR/Payroll that are providing services to staff and managing third party suppliers.
The software is available on-premise or as a Software as a Service/ Cloud solution and is used by numerous high profile organisations including Anglian Water, the NHS, University of Greenwich, Muller Dairy and many more.
For more information please visit: www.sunrisesoftware.com
020 8391 9000