Customer Service Management

Your customers are demanding. They are looking for the very highest levels of customer service and you intend to give it to them. Great customer service is a matter of professional pride and often a competitive advantage.

Our Customer Service Management software proactively and consistently manages all of your customer queries throughout their life, improving the customer experience while increasing Service Desk productivity.

Collaborate, communicate and delight your customers

Improve communication and keep up-to-date with the latest on your customer issues, with Sunrise’s 100% browser-based Customer Service Management solution.

  • Queries

    Centrally manage all your customer service queries and support issues. Manage agent call queues by assigning queries to the right experts, and track their performance against service level targets

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  • Customers

    Have information at your fingertips and track every detail of your customer from your first contact. Manage a single consolidated view with a full customer history of all your support interactions

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  • Suppliers

    Increase visibility over the externally contracted services by monitoring the ongoing performance of all your suppliers, and the underpinning contracts for the activities they provide

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  • Knowledge

    Compile and publish information and knowledge of solutions to common problems across your Service Desk. Better resolve customer queries and track predefined approaches to common issues.

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  • Products

    Record detailed information on key products and services, and the suppliers that you trust to supply them. Track product performance and keep an eye on the issues they cause for your customers.

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  • Dynamic Searching

    Increase information sharing across your Service Desk, allowing automated retrieval of related information, using tagging of similar records and context-based dynamic searching.

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  • Gamification

    Engage, motivate and reward your service desk staff with gamification. Earn badges for great customer service, compete in challenges against peers and level-up to show everyone your support prowess.

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  • Self-Service

    Your customers interact with your Service Desk using a simple browser-based, Self-Service portal. Customers raise new cases or even search for answers to their questions themselves.

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  • Dashboards

    Securely highlight the important information the way you want it and gain quick access with a single click, using configurable dashboards and a library of gadgets that get you into the action fast.

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  • Reports

    Gain valuable insight with immediate access to operational information, and key performance metrics using a range of customisable reports. Or build your own and share commonly useful reports with others.

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  • Service Levels

    Track Service Levels for customers, or suppliers, and set base targets against priorities for the hours you work. Keep on top with alerts to your inbox when your targets are in danger of being breached.

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  • Wallboard

    Never be lost for a stat again by monitoring your key service desk performance indicators as a range of comparative visualisations. Mix operational insight with agent performance to stay on top at all times.

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  • Mobile

    Take your Service Desk with you wherever you go, regardless of your location, the device you choose to take with you, or the time of day you need it. Your service desk is always there with you. Just add internet.

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  • Integration

    Integrate your Service Desk with other essential applications and services using our REST or SOAP based Application Programming Interface. Improve information sharing and never operate in a silo again.

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  • Email

    Continually monitor your support email inboxes and convert incoming emails into new cases, updates or key actions. Keep your employees up-to-date about key events, and never miss an email conversation again.

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Building your perfect solution

Match your chosen Sunrise Service Desk with a specially tailored packages of Sunrise services, including consultancy and training, and you can be up and running in days rather than weeks.

  • Flexible Deployment

    Whether you’d rather opt for your own local installation in your own data centre, or subscribe to our cloud-based Service Desk, Sunrise have you covered. Simply fire up your favourite browser, access your secure Sunrise application, and you’re off.

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  • Personal Support

    On-going support for your Service Desk is vital for those moments when you need assistance from those “in the know”. From telephone and email support, self-service portal, website, and downloads, to new releases of software, Sunrise support is always there for you.

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  • Community Driven

    As a Sunrise customer you'll experience regular communication via email, have conversations with your peers on our LinkedIn group, and be invited to our annual user group meetings. Rest assured that you'll belong to a large community of satisfied users.

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  • Project Management

    Implementing your new software system might seem a bit daunting at first but, with our structured approach, we’re there from the initial design days to the moment you go live, to ensure your Service Desk delivers on your vision.

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  • Tailored Training

    Sunrise offers a range of training courses from the basics required by support agents and other users, through to day-to-day system administration, and full configuration, to enable you to get the most from your investment.

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  • Commercial Options

    ‘On-premise’ or ‘Cloud’? ‘Capex’ or ‘Opex’? Perpetual licence, or subscription licence? Concurrent users or ‘named’ – or both? Whatever your requirements we won’t let the difficult stuff get in the way of doing business. Contact us and we'll find the right option for you.

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A whole new level

Take your customer service to a new level, with a software platform that will make your Service Desk team more effective, and improve customer satisfaction. Say YES to Sunrise Customer Service Management.

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How can we help?

Whether you are looking for a Customer Service Desk Software solution based on best practices, a simple call management system or something in-between to improve the overall performance of your customer support processes; whatever you’re looking for, we are certain we have a solution that will work for you.

Contact us