UK-headquartered service management company Sunrise Software has today announced that The Southern Co-operative, has selected its flagship product Sostenuto to deliver a cloud-based IT service desk solution. The IT service desk is hosted by Sunrise’s world-class datacentre partner Navisite, and is scheduled to go live in September 2012.
This will coincide with The Southern Co-operative’s plans to introduce a new point of sale (POS) system that is linked to head office and 180 food stores across southern England.
Initially, the Sostenuto-based IT service desk will support The Southern Co-operative’s POS system, to capture all store-related IT incidents including back office PCs and printers as well as the new Retalix POS terminals. Incidents will then be routed automatically and intelligently to designated colleagues or groups for resolution within pre-defined timescales. Over time, Sunrise Software expects to expand the capabilities of the IT service desk to manage all aspects of The Southern Co-operative’s contact management activities and support the company’s overall retail operations.
Peter Lucas, of The Southern Co-operative, commented, “Our priority is ensuring our customers receive the same high level of service they have come to expect as we transition to a new POS platform. We are confident that Sunrise can offer a smooth and seamless service to our IT users that does not detract from the overall customer experience. What is more, their first-rate technology guarantees the sophisticated functionality we need to grow with the changing demands of our business in the future.”
Store managers and colleagues from The Southern Co-operative will benefit from fast and easy access to the IT service desk through a single contact point to communicate their IT issues and keep up-to-date with their progress
either by telephone or by email. Based on version 3 of the ITIL® best practice framework, Sostenuto will track the performance of the IT service desk against specific Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) agreed with The Southern Co-operative. Furthermore, the real-time availability of meaningful management information will facilitate faster, more accurate decision-making that tangibly improves the usage of IT support resources and increases the productivity of business personnel.
Geoff Rees, Sales Director of Sunrise Software, concluded: “We see a definite demand for customers looking to cloud-based solutions to help them juggle today’s pressures of running an efficient IT service desk and serving customers at the same time without the luxury of an increased workforce.
Solutions like Sostenuto are perfect for organisations such as The Southern Co-operative whose sole focus is, quite rightly, dedicated to boosting business productivity and enhancing customer satisfaction. We look forward to working with them to achieve continual improvements to operational efficiency and customer service in the future.”