De Montfort University are using Sunrise Enterprise to improve their support levels to over 20,000 staff and student customers.
17 October 2006
- Assets, planning and helpdesk are managed through Enterprise
- Call volumes double, yet open calls tumble
- Customer satisfaction reaches 90 per cent
The Information Services And Systems (Central IT Department), User Support Team, headed by support team leader Kevin Toone, has a user base of 1000 staff plus supports departmental nodes that in turn support the 23,000 students at De Montfort University.
The department is responsible for the IT helpdesk, desktop support, desktop procurement (1M budget) plus licensing for university software and is also the retail outlet for IT consumables.
The aim of the User Support team at De Montfort University is to offer the most accurate and rapid response possible to IT issues, meaning that staff and students alike continue working at their optimum level, with minimal disruption to their workflow and thoughts processes.
In recent years, a service improvement programme has been underway to uphold these vigorous standards. The quality of IT and its support is borne out by results to a customer satisfaction survey, which shows that 90 per cent of people using the IT support services are satisfied.
This extremely high standard of support has been achieved even though the workload is growing all the time. The popularity of the University means that as more students are welcomed, the number of support calls has increased. For example, 5463 calls were logged in 2000 – this figure shot up to 9927 in 2005. Despite this increase in workload, the time taken to resolve calls is now at an all time low.
Central to managing the workload and maintaining support excellence has been Sunrise’s Enterprise software. By logging and managing all support issues from initial contact through to satisfactory conclusion, Enterprise reassures Kevin that all issues are accounted for and that nothing can be forgotten.
To help create an absolute picture of the supported environment, all equipment is checked and accounted for using Enterprise’s asset management capabilities; similarly installations are managed and tracked by Enterprise.
The Value of Enterprise
There are three main areas which Kevin has identified as improving thanks to Enterprise.
- Improved planning (including hardware roll outs)
- Improved call history
- The production of useful management information
The combination of these factors allows Kevin to analyse the needs of the department. For example, he has been able to identify peaks and troughs in the workload, enabling him to plan the coming year more effectively than ever based on this new intelligence.
Stability of Enterprise and support from Sunrise are both excellent according to Kevin. In terms of staffing, Kevin holds regular meeting so that issues can be addressed and goals can be set, meaning that the team is always focused.
For further information on Enterprise or any other software solution by Sunrise please call 020 8391 9000 or email email@example.com