7/31/2019 Sunrise UKN Case Study

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Case Study

UKN Group

UKN Group o ers choice andimproves customer service usingSunrise So tware

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Established in 1997, UKN Group is a

leading provider o Managed Servicesand authority or the strategictransition to either a complete virtualisedin rastructure or cloud based proposition.The companys award winning responseto the modern challenge o desktop andapplication delivery is at the ore ront oan evolution allowing businesses to swaprisk or resilience and reliability.

Delivering services to corporate businesses andthe public sector, UKN Group is an entry pointto some o the industrys nest technical andoperational resource. The company port oliois organised into three core streams, ensuringclients receive excellent advice and support,appropriate to their individual circumstances.Specialties include; ICT Outsourcing, Microso tSolutions, Application Virtualisation, VMware& Citrix, Cloud Services, Technology Innovation,Comprehensive Managed Services, and ITTrans ormation.

Since 2005, UKN Group has relied on SunriseSo twares IT Service Management solution,

Sostenuto, to underpin these relationships,initially deploying a basic incident handling andreporting tool.

Introducing best practice to supportbusiness expansionThree years later, in 2008, UKN Group turned toSunrise to expand the Service Desk and supporta period o unprecedented growth uelled bya ten- old increase in the companys customerbase. It took the decision to amalgamate UKNGroups disparate Service Desks into one central

Service Desk. The company then introduceda new Problem, Change and Con gurationManagement unctionality based on ITIL best-practice principles.

According to Dean Coleman, Director o ClientServices at UKN Group, achieving such asigni cant restructure would never have beenpossible without Sostenuto. The web-basedtechnology guaranteed a quick and easy roll-outto all our o ces and client sites.

Continuous improvement attractsindustry recognitionOver the past three years, the Sostenutodeployment has continued to evolve, supportingsteady growth, a new Service Desk structureand a shi t in the type o services o eredto customers across the country. However,UKN Groups dedication and commitment toembedding best practice into the abric ocompany culture have not changed.

Sostenuto has been instrumental in increasingthe companys success with its customers.It has played a central role in raising the bar orIT service delivery that bene ts all customers.For some, having access to an ITIL-based serviceis a power ul competitive advantage and even amust have particularly or UKN Groups PublicSector customers such as NHS London and theRural Payments Agency.

ITIL still remains a undamental part o UKN

Group corporate strategy and Sostenuto hasplayed a critical role in automating IT processes,translating them into workfows that supportthe overall business.

Thanks to Sostenuto, our processes haveimproved dramatically. They are now partand parcel o the whole business, not justIT and have been critical to our continuousimprovement programme, said Dean, astatement backed up by UKN Groups success ul

Sunrise So tware Ltdwww.sunriseso tware.co.uk

UKN Group

Ourprocesseshave improveddramatically.They are nowpart o thewhole business,not just IT

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collaboration with the Service Desk Institute

that has resulted in the recent prestigiousaccolade o 3 Star Service Desk Certi cation.

The award recognises UKN Groups customer-led Service Desk environment backed up bymature processes or IT and customer supportand a solid ramework or measuring team andcustomer service targets.

Flexibility tailors service to suitOne o the major bene ts o Sostenuto isthe fexibility o the system. UKN Group hasadopted many ITIL3 processes which have beenadapted to meet the di ering requirements ocustomers. This can be a challenge especiallywhen aced with real-li e scenarios suchas managing multiple client Service LevelAgreements (SLAs), a hurdle that is no barrierto Sostenuto, as Dean explains, The beautyo the product lies in its fexibility. It is highlycustomisable and can be tweaked to ourdesires. It simply takes ITIL and maps it to ourspeci c business needs, enabling us to provide atailored service or customers.

Sel -service drives e fciency, deliversmore customer choiceIn the middle o 2011, Dean and his teamworked closely with Sunrise So tware to urtherenhance the Sostenuto Service Desk and bettermanage customer SLAs. They introduced a newsel -service portal based on Sunrises Iguanatechnology plat orm that enables customers tolog and track their incidents themselves anytime,anywhere. This development has attractedpositive eedback and yielded rapid results.

Since introducing the portal, the greatest shi thas been in the number o people loggingincidents themselves rather than by email.Although telephone call volumes remainedstatic, the Service Desk team have savedsigni cant amounts o time because detailso each incident are now captured directlyrom the user when they log their call within

Sostenuto.

The biggest bene t o sel -service has beenor our customers who have come to expect avariety o communication options. Today, theyhave an extra level o choice, whether theypre er to contact us by telephone, in person,by email or simply do it themselves. Sostenutohas helped us yet again be ahead o the game,in nitely stepping up our potential to increaseour interaction with clients and improve theoverall customer experience.

Promising results herald optimistic utureSince deploying Sostenuto, UKN Group hasnoticed a series o considerable bene ts. It hastranslated a process ramework into distinctcommercial advantage with the ability toachieve consistent SLA targets o around 95%

every month. Automated noti cation emailsand monthly reports continually alert customersto the progress being made on their calls, abig com ort actor and huge contributor tocustomer satis action rates.

Additional time savings have been achieved byintroducing Sostenutos event managementunctionality which extracts data rom thecompanys various monitoring tools and eeds itdirectly into the Sostenuto system. Incidents arethen generated and assigned automatically to

the right people to accelerate incident handlingand problem resolution.

In 2011, UKN Group noticed a 28% drop inincidents through improvements in ProblemManagement. With accurate trend analysis data,the Service Desk is able to pinpoint potentialissues and address them be ore they spiral outo control and a ect customer service levels.

Dean Coleman

Director o Client Services

at UKN Group

Sostenutohas helped usyet again beahead o the

game, infnitelystepping upour potentialto increaseour interactionwith clients andimprove theoverall customerexperiences ,,

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Likewise, UKN Group boasts a 100% capture

rate through the introduction o a robust ChangeManagement process and dedicated ChangeAdvisory Board. The company now has an accurateand real-time view o every single device across acustomers in rastructure, invaluable or solvingtechnical issues or assessing risk.

Most recently, Dean and his team have usedSostenuto to create a strong customer satis actionprocess whereby they record the results ocustomer surveys and match them up with SLA

reports to obtain a balanced and ailsa e view o

how they are really measuring up to customerexpectations.

Dean Coleman concludes, I it werent orSostenutos ability to manage processes, in ormationand change, we would not have achieved industryrecognition or our best-practice approach to ITservice delivery. This has a direct impact on clientcon dence and gives us the hard evidence weneed to develop services our customers want at asatis action level they rightly deserve.

Established in 1994, Sunrise providesapplications which underpin businessprocesses across its customersorganisations. A privately held, UKbased company, Sunrise has a highlysuccess ul track record in IT servicemanagement, customer servicemanagement and business process

management with ully confguredapplications designed around bestpractice guidelines.

Available as either on-premise or So twareas a Service (SaaS) Sostenuto, Sunrisesfagship product is totally web-based whichharnesses modern technology with inbuiltresilience. Sostenuto is a comprehensiveso tware tool which o ers a high degreeofexibility, allowing organisations to changeor introduce new processes through simple

con guration.

About Us

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Sunrise Headquarters50 Barwell Business ParkLeatherhead Road, ChessingtonSurrey KT9 2NY, United Kingdom

T +44 (0) 20 8391 9000F +44 (0) 20 8391 0404E welcome@sunriseso tware.co.uk

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UKN Group