Sunrise Software’s Weblog

One of the areas I’m most excited about at the moment is seeing service desk principles developed for IT support helping other areas of the business. We’re currently working the Apex Computers, which provides IT infrastructure to some of the UK’s most successful businesses, to enable them to use IT support as a revenue generator and value-add for their customers, ranging from HMV to Debenhams.
 
Apex is using ITIL processes underpinned by Sostenuto to grow their business by offering top quality external customer support.
 
In addition, Sostenuto has gone beyond ‘just’ IT support in its work for Apex. Measuring subcontractors’ performance is crucial, and because Sostenuto is able to track third parties, Apex now has the tools to do just this. Similarly, the ability to accurately track assets and handle change management are helping to better manage customer implementations.
 
Sostenuto’s web portal, Self Service, allows the sales team to view the status of their customers’ problems from any location with an Internet connection. It also allows the customers themselves to see what’s going on. The combination of logging and tracking the progress of customers’ issues has reduced the volume of calls, and as a result has improved customer satisfaction. Since introducing Sostenuto, Apex is now well on the way to achieving the revenue goals set for the service division.