Sunrise Software, a service management company, has been selected by top UK based law firm Trowers & Hamlins to supply its flagship Service Desk solution, Sostenuto.
The firm has implemented Sostenuto for Incident, Problem, Change and Asset management. As a key part of the project Sunrise has integrated Sostenuto with the firm’s HP WorkSite document management system. Phoenix Business Solutions designed a unique integration enabler between Sostenuto and the firms’ document management system, HP WorkSite.
The solution is now accessible for all 700 employees worldwide via a Self-Service portal built within Sostenuto and has reduced call volumes to the Service Desk by 25%.
Steve Garbett, support manager at Trowers & Hamlin commented on the new solution, said: "Sostenuto scored well against its competitors, coming top. Our analysts liked the look and feel of the product and reporting was easy. Sunrise offered us an out-of-the-box solution with no hidden extras, even the Self-Service element came as part of the package. What is more, it is highly configurable, giving us the flexibility to adapt it ourselves, as our requirements evolve."
Trowers & Hamlins has been able to set up a Self-Service portal that has been fully integrated by Phoenix Business Solutions with the firm’s document management system, HP WorkSite. Staff can log a call with the Service Desk, who issues them with an incident number. Users are then automatically directed to the HP WorkSite where they can browse the full catalogue of documents, open the specific one they want and even highlight it, attaching a link that can be shared with a colleague.
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. Innovative organisations like Trowers & Hamlins focus on providing an easy and streamlined way for staff to request help, in this case, using a Self-Service portal, which in turn enables the Service Desk to deliver support efficiently, freeing up time and resources for more strategic work."
