Big increase in customer satisfaction levels at NHS trust since Sostenuto implemented.
Chessington, UK – 11 February 2008
- Call queue cut in half using Sostenuto
- Web-based service means calls can be accessed from anywhere
- Big increase in customer satisfaction levels since Sostenuto implemented
In September 2006, the IT and technical department at Wandsworth PCT, previously outsourced to another NHS trust, was brought in-house and so the PCT needed a service desk solution to help support the user base of approximately 2000 trust staff.
The department, made up of 14 staff, consisting of 1 technical services manager, 1 service desk manager and 3 service desk analysts, 2 systems analysts, 4 systems senior engineers and 3 network engineers, is responsible for maintaining the trust network across a large geographical area and providing system and desktop support for the trust staff.
Headed by Helpdesk Manager Sandra Harper, the team identified a number of possible service management solutions and undertook a detailed research and demonstration process before making their selection.
Selecting the right tool
Wandsworth required a solution that was web-based, offered a clear audit trail and was flexible enough to adapt to changing NHS requirements. The changing nature of the NHS can leave inflexible IT service management solutions out-of-date very quickly and can prove very costly for the trust involved. Wandsworth were keen to avoid this scenario.
Sostenuto from Sunrise was the outstanding choice; product functionality, flexibility and Sunrise’s business approach placed it above other vendors and products, as Harper explains:
“Sunrise impressed us with their business approach. The functionality of the software was demonstrated to us on site and the encompassing of so many functions within one software package answered many of our business requirements.”
The specific areas that Harper singled out for praise were as follows:
“Sostenuto is web-based, has an easy to use incident management service, integrates with our Active Directory to update contacts automatically and has a purpose built change management service with a clear audit trail. The package also compared very favourably with other solutions financially.”
Whilst Wandsworth were satisfied with Sostenuto’s functionality, it was imperative that the software helped improve the service that the NHS local service desk offers. Sandra and her team have not been let down:
“Sostenuto has revolutionised the service we are able to offer the staff. The calls are logged by our own team and the software is locally configurable to meet our needs. For example, when we add a new service that our helpdesk needs to deal with, we can quickly and easily add fields and pre-set solutions to the incident service to allow statistics to be collected more accurately. It is flexible and allows us to keep it updated with our own requirements.”
In terms of measurable benefits for Wandsworth, there are several that Sandra can point to as being directly related to the implementation.
“Our calls are easy to access from anywhere within the Trust due to the web based service. This has had the effect of reducing our call queue in a timely fashion and giving better customer satisfaction. Our call queue has been reduced by 50% and our customer feedback has been very positive. There is a 60% increase in customers’ overall satisfaction with the IT service desk.”
Moving forward Wandsworth are aiming to continue to improve the service to their customers.