Enabling great customer service from the first call
The moment your customer logs a support call with your organisation it is vital that great customer service is the priority, if their experience is not a good one, the impact this can have on other areas of your business is significant.
Using Sunrise MSP
What’s Included?
Sunrise Service Management offers over 30 different services and components to assist Service Providers in competing and managing their operations effectively, creating a platform for growth and profitability.
Incident Management
Speed up Incident classification, increase your first call resolution or escalate complex issues to resolver teams with the help of Sunrise Incident Management.
Request Fulfilment
Fulfil your service requests with our integrated Service Catalogue and request fulfilment processes.
Problem Management
Sunrise IT Service Management has all the tools you need to manage the process of digging deep for the underlying causes of customer issues.
Knowledge Management
Compile and publish information such as symptoms, cause and resolution details across your Service Desk. Better resolve customer incidents, and track workarounds to problems and known errors.
Service Level Agreements
Track Service Levels for end-users, assets or departments, and set base targets against priorities for the hours you work. Keep on top with alerts to your inbox when your commitments are in danger of being breached.
Self-Service
Let your users interact with your Service Desk using a simple browser-based, Self-Service portal. Empower users to raise new Incidents or Requests, search for solutions, or monitor existing known errors, or service outages.
Announcements
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
What Our Customers Say
"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."
"We saw that Sunrise’s employees are really enthusiastic about the company and hugely experienced. That made our decision very straightforward - Sunrise is just the right partner for us. Adopting the SaaS model means we don’t have to worry about release cycles or server management either, as it’s all managed by Sunrise."
"As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value."
"We have the ability to customise the platform for different areas of the university and have removed the need for a multitude of platforms from multiple providers."
"It’s all there at your fingertips with Sunrise. When we showed Sunrise ITSM to the rest of the team, it was a case of ‘when can we have it?'"
"Flexibility, scalability, customisation and speed of implementation were paramount to us. Sunrise ITSM enabled us to improve and alter the way in which we logged and managed queries through to resolution, with a clean and simple user interface that staff could quickly and easily get to grips with."
"The relationship we have with Sunrise feels more like a partnership than a client / supplier dynamic. They have always responded to our feedback 100%, and gone out of their way to support us in our ISO/IEC 20000 undertaking."
"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. "
"The implementation of Sunrise has enabled us to streamline our processes, improve the management of daily operations and provide a fully accountable service to our customers. The adaptability of Sunrise has enabled us to fully customise Incident Management across several teams to ensure that all bespoke requirements are delivered."
