Ginsters new Self-Service desk from Sunrise - Sunrise Software ITSM

News Release

Leading brand in pastry market uses Sunrise Sostenuto IT Service Management solution to support over 2000 employees nationwide

Chessington, 3rd October 2012 – UK-headquartered Service Management company Sunrise Software today announces that Ginsters, the UK brand leader of the chilled savoury pastry market, has selected its Sostenuto IT Service Management system to support over 2,000 employees across the South West Samworth Brothers Businesses. Ginsters has deployed Sostenuto to log, track and resolve IT service calls for employees located within the manufacturing, van sales and admin functions. The system has improved visibility of its support through the IT self-service portal and increased end user satisfaction, as well as enabling more efficient working for the IT team through the adoption of the ITIL® framework.

Ginsters selected Sunrise’s Sostenuto ITSM system for its modular functionality and easy to use interface and ability to be configured, following a review of several shortlisted competitor solutions.

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

Currently Sostenuto is used for Incident Management and Knowledge Management, with plans to introduce Change Management over the next six months. All staff log and track their own support or service calls using the Iguana self- service portal, accessed via a short cut on their desktop.

Feedback on the self-service portal has indicated, through annual survey results, that it has contributed to users having an improved IT experience overall.

“The self service portal means that all our users have full visibility of their own incidents – what they have logged and the status,” said Reilly. “Since using Sostenuto we have been able to prioritise and deal with calls much more efficiently, providing a much better, quicker service, with the same resources. Over 80% of users are using the portal, with more than 60% claiming it has improved their overall experience of using IT.”

Geoff Rees, Sales Director of Sunrise Software, concluded: “We provide applications which underpin business processes across our customers’ organisations enabling companies like Ginsters with multiple operating units and sites to provide a seamless service to their end users. Our expertise in providing IT service management and customer service management systems, supported by best practice guidelines enables customers to configure the systems to match their unique business requirements. Sostenuto transforms an IT department, enabling provision of outstanding service delivery to its end users, benefiting the business with more streamlined work practices and increased efficiencies.”

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About Ginsters

Ginsters is the brand leader of the chilled savoury pastry market and is one 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 3 million units a week.

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