Case Study: Ginsters - Sunrise Software

Ginsters is the UK brand leader of the chilled savoury pastry market and is one of the nation’s favourite brand of snack food. Located in Callington, Cornwall, the Ginster family founded the company in 1968 and with a staff of 30 people the family produced hand crimped Cornish Pasties.

Since being acquired in 1977 by Samworth Brothers Limited, Ginsters has grown from strength to strength and now employs over 750 staff producing over 2.5 million products a week. Today Ginsters is firmly recognised as an established leading brand and is constantly looking for new innovative ways to ensure customer satisfaction.

Like all businesses, Ginsters places great store in its commitment to quality, both in its products and its operations. The company has recently invested in a new IT Service Desk system from Sunrise, Sostenuto IT Service Management ITSM, to support 2000 employees across the group’s 17 operational and distribution sites.

Ginsters selected Sunrise’s software for its modular functionality and easy-to-use interface and configurability, following a review of several shortlisted solutions.

Fran Reilly, IT Support Technician at Ginsters’, said; ‘Until we implemented Sunrise ITSM we had no way to track user calls or to meet our KPIs. We liked the look of Sunrise’s software as it had a straightforward user interface and it is relatively easy to configure to our needs, while still allowing us to adapt to ITIL® best practice processes. Its modular structure also means that we can readily adapt it to support the needs of other service departments.

The investment was initiated by the IT team, which was finding it increasingly difficult to manage requests from IT users across the business, whether located in its manufacturing sites, head office or its sales offices. IT support was fragmented, with incoming emails and calls for service or support dealt with in an unstructured way, with no clear record of outcome. Account administration requests were made on paper forms which were signed and passed to the IT team for action. Tracking progress and completing requests was both time consuming and difficult to monitor. Recognising the need for automated processes and clear audit trails, the IT team took the decision to investigate Service Desk systems that could help them record, track and manage requests and enable them to report back to the business on KPIs.

Download the case study and read how Ginsters are using Sunrise for both Incident Management and Knowledge Management, and how the introduction of the Sunrise Self-Service portal has over 60% of users claiming it has improved their overall experience of using IT.

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