Flexible, cost-effective platform enables Curo to achieve 98.4% customer satisfaction
Sunrise Software, a leading supplier of IT service management (ITSM) software, today announced that leading regional housing association Curo is using Sunrise ITSM to support its 550 staff, enabling them to work efficiently and to focus on customers and their needs.
A housing association and house builder based in Bath, Curo is one of the largest landlords in the South West of England. It provides high quality homes and support services to more than 25,000 customers in over 13,000 homes.
Curo’s service desk team looks after over 1,000 devices, including phones, PCs and Chromebooks. Many employees are mobile, rather than office based, making fast, effective support even more vital. However, Curo felt limited by its existing ITSM software, and chose to replace it in 2014 with Sunrise for its combined ease of use, flexibility and cost-effectiveness. .
Since Sunrise went live in 2014, over 44,000 tickets have been raised. As the organisation has developed, usage is growing, with 10,500 requests submitted in 2018. To extend options for its users, Curo has adopted the Sunrise Self-Service Portal, alongside email, phone and face-to-face channels. The Portal provides a ‘one stop shop’ for both end users and the service desk team. It includes an asset register of all devices assigned to a member of staff, as well as providing an up to date view of any outstanding tickets. Feedback has been consistently high, with a satisfaction rate of 98.4%, showing that users really value the service delivered through Sunrise..
While initially deployed within the IT organisation, Sunrise has since been extended to other departments. It enables employees to log equipment requests with the Facilities Management team, while the HR team is running onboarding through the platform. The asset register functionality within Sunrise also helps Curo to track devices from when they are bought, through their lifecycle to final disposal, providing a full audit trail for regulations such as WEEE.
“Our aim is to keep our users happy, helping them to focus on Curo’s key mission of providing great homes to the people of the South West,” says Phil Bex, Service Desk Manager, Curo. “With Sunrise, how we operate the service desk is very much in our hands. It really is configurable, flexible and cost-effective, giving us the ability to make continuous improvements, so support is as seamless for users as possible. With Sunrise we can help Curo grow and ensure colleagues can get on with their jobs, even as the business and its needs change.”
Building on Sunrise’s asset management capabilities, Curo has future plans to log all tools on mobile tradespeople’s vans via the platform. That will ensure that employees know exactly what they have been issued with, and ensures that all necessary regular checks (such as PAT testing for drills and electrical equipment) and safety certification for tools such as ladders are flagged when they are due.
Geoff Rees, Director of Operations and Sales for Sunrise, comments: “As with much of the public sector, housing associations such as Curo are focusing on maximising effectiveness while minimising cost. They want to do more with less, while supporting their users and making their lives easier. By implementing Sunrise, Curo has been able to take control of service management, deploying a powerful, flexible platform that is increasingly being used across the wider organisation, underpinning its mission and objectives.”
Read a full case study on how Curo uses Sunrise and more on Housing Association ITSM.