Castleton Technology has announced that it is using Sunrise Software’s IT service management (ITSM) solution to enhance the IT support and managed services provided to its customers. Replacing four different helpdesk systems, Sunrise is now also used as the engineering service desk, scheduling time, workload, stock levels and project deliveries.
Paul Rogers, professional services director, Castleton Technology, said, “Sunrise ITSM has replaced what had previously been in people’s heads. Since implementation, it has evolved from the original service desk tool to now managing vital flow-control processes for us. Sunrise ticked all the right boxes from the start, with its scalability and the ability to be tailored easily to our developing needs.”
Castleton customers opting for a fully-managed service use an outsourced service desk to manage their own job tickets through the Sunrise online customer portal, with further escalation to the central desk when required. Castleton manages around 3,000 calls a month, via self-service, phone, email and internal sources from customers, including those who have Castleton’s IT embedded on site.
Faye Harley, hosted services and support manager, Castleton Technology, said, “We have to manage multiple locations with Sunrise and it just does that so easily. The interface is really good and it’s easy to use; it’s so simple to make functional changes, often at the click of a button. It just works perfectly and people pick it up really quickly, helping productivity.”
Rogers said, “It’s now much more of a business driver than just a helpdesk. People know what they’re accountable for and managers use the system-generated information, whether in sales, finance or contracts, to tell us what needs to be done. It’s a lifeline, giving key information on our customer base across the business.”