Case Study: Aquila Heywood

Aquila Heywood

Aquila Heywood's service desk provides support for both external customers and its own employees, and receives an average of 18,000 requests every year, (70% from external customers and 30% from internal staff). Significant spikes in activity occur, such as around HMRC and end of tax year deadlines, and twice a year when the company rolls out new software to customers.Sunrise ITSM allows Aquila Heywood to support its customers and help them ensure that millions of pounds of pensions are paid every month through an ITIL-aligned approach to service management.

ITIL alignment delivers confidence

'In our world, failing to solve a customer issue could mean tens of thousands of people not receiving their pension – which would be catastrophic for everyone involved,' said Steve Haslam, Head of Service Operations, Aquila Heywood. 'Thanks to Sunrise and ITIL we're confident that we can deliver the service our customers require and better understand and respond to their changing needs, in a more digitally-driven world.'

Read how this customer focused Software Provider meets the challenges of supporting its external customers and differentiating the business by its ITL-aligned service management ethos.

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Key Info

calls per annum

18000

external customers

70%

staff calls

30%