Case Study: Trowers and Hamlins

Trowers & Hamlins LLP is a top-50 UK law firm with offices nation-wide and throughout the Middle East and South East Asia. It provides a range of commercial legal services to international institutions, public and private companies, banks, building societies, private clients, central government departments, local authorities and various public sector bodies and affordable housing providers.

Continually striving to do better

Striving to provide a better service to clients lies at the heart of everything Trowers & Hamlins does and this extends to the company’s 24-strong Information Systems department. The firm has recently invested in Sunrise Software’s flagship product Sunrise ITSM to create a brand new Service Desk environment that supports 700 professionals around the world from the company’s head office in London. Phoenix Business Solutions designed a unique integration enabler between Sunrise ITSM and the firms’ document management system, HP WorkSite.

According to Steve Garbett, Support Manager at Trowers & Hamlins, “Up until January this year, we’d always relied on a simple call logging system to run our Service Desk but it was no longer fit for purpose. The time had come to replace it with the latest technology that could support a truly first-class business and maintain our well-deserved international reputation.”

Advanced reporting and performance measurement are top priorities

Steve involved the analysts on his team to fully evaluate the marketplace and compare a variety of well-known solutions. Advanced reporting capabilities and the ability to measure Service Desk performance against meaningful Service Level Agreements (SLAs) were key selection criteria and Sunrise became the supplier of choice for Trowers & Hamlins.

Steve Garbett continued, “Sunrise ITSM scored well against its competitors and came out top. Our analysts liked the look and feel of the product and reporting was easy. Sunrise offered us a completely out-of-the-box solution with no hidden extras; even the Self-Service element came part of the package. What is more, it is highly configurable, giving us the flexibility to adapt it ourselves without resorting to external consultants.”

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Key Info

Numbers of Employees

700

Size of IS Department

24

Number of locations

9

Calls Reduced by

25%

Head Office

London

Integrated with

HP Worksite