Sunrise Software puts user experience first with new service management platform update
The latest update to the service management platform includes new features to improve ease of use and promote self-service
Chessington, Surrey, 30th June 2016 – Sunrise Software, a leading supplier of service management solutions, has today revealed the launch of the latest version of its underpinning service management platform, Sostenuto. Version 5.1 includes a raft of new features that focus on providing a richer experience for users of all kinds.
The latest version of the platform, which is relied on by high profile organisations for the delivery of support services to their employees and customers, includes simplified dashboards to make it easier than ever for users to find what they need. Prominent, fully customisable dashboard gadgets enable users to quickly find services and information, which Sunrise hopes will further promote a self-service approach for end-users, while also making things easier for support staff.
Neil Penny, Product Director of Sunrise, comments: “Ease of use has been a major focus for Sostenuto 5.1, especially when it comes to occasional users. The new updates are geared towards supporting a self-service approach, and we wanted to make all of the features as clear as possible.
“Service teams can customise their dashboards so there are buttons for popular requests like logging incidents, or requesting upgrades, fitting the platform to their unique demands, and enabling even a first time user to immediately spot the service they need. An enhanced search function makes it easier for end-users to access the knowledge base, which is especially ideal for simple to resolve issues or common questions. For example, someone could check for specifics about company policy or procedures without having to ask directly.”
As well as being more intuitive for end-users, Sostenuto 5.1 incorporates new features for the service desk team, which will enhance their ability to efficiently respond to requests. Amongst the new features, and to meet the demand for greater choice in communication channels, are integrations with popular online chat applications that enable end-users and service desk operators to communicate in real-time for the immediate resolution of queries.
The new release also makes it straightforward to integrate other information and applications using embeddable code. Users can embed calendars or instructional videos for example, or include social media timelines to monitor requests, mentions or relevant hashtags. A new messaging gadget also means that users can receive updates on their issues within the application’s homepage, rather than relying on frequently overlooked emails.
Neil adds: “Our overall aim has been to give service management teams as much control as possible, meaning they can tailor the platform to their requirements and be on the front foot for every request. The one thing you want when accessing a self-service portal is quick and easy access to the most important information and services. With Sostenuto 5.1, organisations can build self-service capabilities that achieve exactly that.”
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