Yesterday, at The Royal Automotive Club (RAC) in Pall Mall, London, some of our lovely customers joined us for the first Customer User Group of the year.
The user groups are an ideal opportunity for customers to network with other customers and learn more about how they can get more from their software implementations. This user group, Sunrise were delighted to be accompanied by the Service Desk Institute, with their guest speaker, Karen Taylor putting on a fantastic presentation for our customers. We also had the opportunity to host our user group at the RAC Pall Mall which was a beautiful venue and we were well looked after by their fabulous staff. The agenda for the day was as follows:
The day kicked off with a Product Update from Neil Penny. This update covered off our new Sunrise ITSMfeatures, the HTML5 interface and also what we have planned next on the roadmap with the anticipated release of V5 of our web based platform ‘Sostenuto’
‘How do I’ Workshops
Next we moved onto a new feature for 2015 our ‘How do I’ Workshops. The workshops were introduced following feedback from our customers from previous user groups to have some more hands on time with Sunrise ITSM. These workshops gave our customers the opportunity to see some working examples on how to use the following features:
- Dynamic Searching & HTML5 Overview with Neil Penny
- ‘Hidden Gems’ – How to use lesser known features with Martin Julyan
- How to get more from Reporting with Nigel Moat
Service Desk Institute (SDI) Presentation
Sunrise and our customers were very fortunate to have a fantastic presentation from Karen Taylor from the Service Desk Institute. Karen was talking about ‘What makes a great Service Desk’, Continual Service Improvement and Service Excellence.
Karen has over 25 year’s strategic and operational IT industry experience with a dedicated vision for improvement. Prior to joining SDI, Karen was appointed Service Desk Manager for Cheshire ICT Shared Services which supported both Cheshire East and Cheshire West & Chester authorities. In this role, Karen’s Service Desk achieved both a 3* Service Desk Certification and the SDI’s prestigious’ IT Service and Support Award for Best Large Service Desk’.
Karen had fantastic response from our customers on the day, with one of them saying that the “SDI Presentation was perfect – 10/10!”
As usual, we had our always popular breakout sessions, where customers are given the opportunity to have some small group discussions on a number of different topics. This time the discussion topics were:
- Gamification – fad or future? with Neil Penny
- Self-Service with Nigel Moat
- Best practice for Self-Configuration with Martin Julyan
It was interesting to see the rise in popularity with Gamification. In 2013 none of our customers had heard of it, in 2014 it was about a 50/50 split and in 2015 we had 100% who knew about Gamification with some having introduced it into their teams already!
Demonstration of new product capabilities
After we had all satisfied our appetites with yummy sandwiches, we moved onto our final feature. Having just released loads of really powerful and exciting new modules to ITSM, we took the opportunity to showcase these to our customers. These new processes will enable our customers to take further control and enhance visibility across the broad spectrum of IT operations. Read more about these here
Overall, the day was a great success with feedback from customers including:
“Nice venue, good food, content and Q&A good”
“Really enjoyed the day”
“As a newish site, it was great to meet everyone and was very impressed with the organisation and style of the user group”
“Nice location, good facilities, friendly staff, useful”
“Format was spot on”
“This was my first user group with Sunrise and I found it very useful”
“Very useful, especially hearing feedback from other Sunrise users”
“Good day, very valuable”
Thanks to all our customers who took the time out of their busy schedules to attend – we hope you all enjoyed it and found it useful. Watch out for more details coming soon for the second user group of 2015