Successful IT cloud services company reaps efficiency gains and enhances customer service using ITIL to manage support and administration for over 10,000 customer and prospect contacts
Chessington, 14 March 2013 – UK-head-quartered Service Management company Sunrise Software today announced that ANS Group has deployed its Sostenuto IT Service Management (ITSM) solution to manage IT Incident and Change Management for its customers, as well as supporting its critical business processes. ANS is using Sostenuto to track and capture sales leads, manage customer contracts and order processing, and to schedule consultants’ time. The company claims both efficiency and productivity gains that have given a return on its investment in just twelve months and significantly contributed to its growth of over 80%.
According to Scott Fletcher, Chairman and Founder of ANS Group; “We chose Sostenuto because we liked the flexibility of the solution, based on the ITIL® 3 framework. The account team at Sunrise really understood what we wanted to achieve to support our business processes.
We are managing all aspects of our customer records, including over 1000 contracts and over 25,000 customer assets in our database. Sostenuto is not just used to manage our IT services to customers – it encompasses the whole of our customer relationship, from sales through to order processing, support, consultancy hours and invoicing.
“We have easily seen a Return on Investment from Sostenuto. Last year we doubled in size and now employ over 150 people. Through the efficiency gains that we have made, Sunrise’s system has saved us the equivalent of recruiting an additional five people. Even with our tremendous growth we have managed to enhance our customer service levels.”
ANS is now rolling out Sostenuto to the representatives in the field. ANS consultants will use the system to write end of day reports, record expenses and manage holiday requests.
The team at ANS is also working with Sunrise to develop a mobile application on the iPad that will enable customer signatures to be captured electronically.
Geoff Rees, Sales Director of Sunrise Software, concluded: “Every organisation has functions where queries are managed using spreadsheets and email, leaving information to be duplicated, or worse, fall into a black hole. Automated systems enable business processes to be watertight and reduce duplication of data and errors. Through its adoption of Sostenuto to manage customer related contacts and data, ANS Group can maintain a fully updated, seamless view of customers, enabling it to provide a holistic, responsive service. ITIL is really about adopting best practice that can deliver efficiency and productivity gains across all business functions.”
Scott Fletcher, ANS Group Chairman and Founder is presenting: ‘Why stop at IT? The true power of ITSM’ at the Service Desk and IT Support Show (SITS13), 23rd & 24th April 2013 at Earls Court (Scott Fletcher – Seminar Theatre 2 – 23rd April 11.40am). Sunrise Software can be found at Stand No: 200.
For more information on Sunrise Software, its products, services and customers, please visit www.sunrisesoftware.com
NOTES TO EDITORS
About ANS Group
ANS Group was founded in 1996 and has grown to become an award-winning cloud expert with offices in Manchester and London. The company has experienced 80% year on year growth since 2009 and currently has a turnover in excess of £50m.
It specialises in providing managed compute, storage and network infrastructures, built on-premise or provided as a cloud based solution in its data centres. ANS has over 600 customers spread across the public and private sectors, including Salisbury NHS, North Staffordshire NHS, The London Borough of Tower Hamlets, DeVere Group, Media City and Big Lotto.
ANS is the NetApp FlexPod Partner of the Year, the VMware Global Business Continuity Partner of the Year and the City of Manchester Business of the Year. It is the first partner in Europe to achieve the Cisco Cloud Builder Accreditation.
ANS is certified to ISO9001 Quality Management System, and ISO 27001 Information Security Management System, standards. For more information please visit: www.ansgroup.co.uk