Reed & Mackay steps up IT support for 300 staff using Sunrise Software

Dec. 17, 2013 - PRLog -- Chessington, 17 December 2013 – UK-headquartered service management company Sunrise Software (http://www.sunrisesoftware.com/) has supplied its flagship Service Desk solution, Sostenuto, to leading corporate travel agent Reed & Mackay (http://www.reedmac.com/). The company has implemented Sostenuto to consolidate systems and introduce a consistent set of processes across the company’s dual Service Desk environment.  Since implementing the solution, Reed & Mackay has boosted productivity, enhanced IT user satisfaction and created a measurable framework that demonstrably supports its corporate Quality and Continuous Improvement programme.

To maintain its competitive edge in the fast-moving travel industry where agility is critical, Reed & Mackay turned to Sunrise Software to provide a new, more efficient system to manage its two independent help desks.  The ability to process emails automatically, store information centrally, report on data accurately and integrate closely with other business systems such as Active Directory were key prerequisites for Reed & Mackay.

After carefully evaluating the marketplace, Reed & Mackay selected Sunrise Software primarily for its flexibility and the high level of customisation provided by the Sostenuto ITSM solution.

Marilyn Dunk, Head of Reed & Mackay Online commented, “Sostenuto stood out from the crowd in terms of flexibility and configurability.  We could tailor the screens ourselves, making it even easier to use, which was vital for encouraging everyone in the IT department to share the same system and adopt new ways of working.  As an added bonus, close integration with Active Directory and the ability to link all incidents, problems and changes guaranteed our systems were fully up-to-date at all times.  In short, Sunrise Software was the perfect partner to help us create a brand new Service Desk environment worthy of a dynamic, growing business.”

Reed & Mackay is taking advantage of Sostenuto’s unique gamification functionality to promote healthy competition among team members that ultimately improves IT service delivery.  Using ‘My Sostenuto’ wallboards, IT analysts can see at a glance how many incidents are being processed and who has closed the most incidents on a daily basis.  Dunk believes this makes the team “more aware of their performance”, keeping them focused on the end goal.

Looking to the future, Reed & Mackay aims to expand the Sostenuto implementation.  It is considering introducing Self-Service and looks forward to Sunrise Software’s new gamification features early next year.

Geoff Rees, Sales Director at Sunrise Software said; “Being able to integrate the Service Desk with other key business applications is a powerful way for the IT department to align its services to the business. In an industry where fast turnaround is critical, we provide innovative organisations like Reed & Mackay tried and tested technology that boosts productivity, enhances user satisfaction and gives them the hard evidence they need to demonstrate the strategic value that IT can bring to the business.”

For more information on Sunrise Software, its products, services and customers, please visit www.sunrisesoftware.com

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NOTES TO EDITORS

About Reed & Mackay

Reed & Mackay is a leading corporate travel management company specialising in the legal, insurance, financial and oil and gas sectors.  Headquartered in London, the company was founded in 1962 as a City-based travel agency.  Since that time, it has grown internationally to become one of the most trusted and respected companies in the strategic business travel management market, offering high end, bespoke travel services to businesses and private clients.

Committed to continuous improvement and certified to the latest ISO standards, Reed & Mackay offers consistently high value and service despite world events such as 9/11, SARS and the more recent credit crunch.

For more information please visit: www.reedmac.com

About Sunrise Software

Established in 1994, Sunrise (http://www.sunrisesoftware.com/) 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 (http://sunrisesoftware.co.uk/what-we-offer/it-service-management/sostenuto-itsm) available as ITSM2 and ITSM3 (ITIL2 or ITIL3 versions)

·        Sostenuto CSM (http://sunrisesoftware.co.uk/what-we-offer/customer-service-management/sostenuto-csm), a non-ITIL tool for customer service departments.

·        Sostenuto BPM (http://sunrisesoftware.co.uk/what-we-offer/service-desks-and-it-service-management/business-process-management), which allows organisations to create their own applications

·        Sostenuto HR Case Management, for HR support

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.com

Editor’s Contacts

Carly Nessmann

Marketing Manager

020 8391 9000

cnessmann@sunrisesoftware.com (mailto:cnessmann@sunrisesoftware.co.uk)

Andreina West

PR Artistry

01491 639500

Andreina@pra-ltd.co.uk