Long-standing Sunrise customer

Support over 1,000 lawyers and technical specialists from 32 offices in the US and UK

Provide legal support and services in 10 different sectors

Womble Bond Dickinson (WBD) pioneering international law firm that thrives on fresh perspectives and innovative thinking. Operating across the UK and the US, with networks and relationships around the world, the firm is dedicated to delivering excellent legal services tailored to its clients' needs. With 1,400 UK employees across nine offices, WBD continuously evolves its operations to support its teams and maintain a first-class service standard.

What Womble Bond Dickinson was Looking to Achieve

To better support its staff and deliver continuous improvement, WBD recognised the need to replace its on-premise service management software. The existing system was difficult to configure and lacked the flexibility and reporting capabilities required to meet the needs of its IT organisation and wider business.

“At Womble Bond Dickinson, we have a constant drive to improve what we do and how we do it,” explains Gareth Humberstone, IT Services Manager at WBD. “Our aim is to provide our employees with a first-class service, allowing them to deliver the excellent legal services that we offer. As part of this, we recognised we needed to transform our service management software.”

WBD wanted an intuitive, flexible, and cloud-based IT service management platform that would reduce management overheads and deliver high-quality reporting to identify trends and inform service improvements.

How Sunrise Helped Them Achieve This

Following a competitive tender process, WBD selected Sunrise Software’s SaaS-based IT Service Management (ITSM) platform. Sunrise was chosen not only for its intuitive and flexible solution but also for its approach as a partner.

“Sunrise met all of our needs, both in terms of the product and the company. We liked the people and were impressed by the straightforward, intuitive nature of the software, combined with the flexibility to allow us to configure it ourselves,” says Gareth.

Sunrise’s support during the implementation phase included in-depth workshops and comprehensive testing, ensuring a smooth go-live. “Thanks to the comprehensive support and testing, go live was trouble-free, with the 48 IT users able to get up and running straight away,” Gareth explains.

WBD began by deploying Sunrise in the IT department, managing an average of 2,400 tickets per month, covering everything from onboarding new joiners to managing incidents related to core business systems. Sunrise has since been adopted by the Risk and Best Practice Group for incident management, audits, and compliance, with plans to extend it to the Facilities Department for incident reporting and request management.

Key achievements include:

• Improved First Time Fix Rates: “Within two months of going live, we were able to use Sunrise’s reporting capabilities to drill down and identify key trends that were impacting our First Time Fix rates, allowing us to make changes that improved it by 10%, up to 85%, well above the industry average,” says Gareth.
• Efficient Project Management: During WBD’s Windows 10 rollout, which caused a 50% spike in tickets, Sunrise prevented bottlenecks, allowing the IT team to maintain high performance.
• Flexible Process Management: “It’s remarkably easy for us to set up and adapt workflows for automated services in Sunrise,” Gareth adds, highlighting the platform’s flexibility and configurability.

The Results

Sunrise has transformed how WBD delivers service management:

• Enhanced Reporting and Insights: Sunrise enables granular data analysis, which supports weekly continuous service improvement meetings and informs decisions like providing additional training and tools for staff.
• Operational Efficiency: Workflow automation and the visual process builder have reduced management overheads and improved responsiveness.
• Support for Broader Business Functions: Sunrise is now being rolled out to other departments, including Risk and Facilities, to unify and streamline service management across the business.

Kevin Gray, Operational Risk Director at WBD, shares his confidence in the platform’s potential:
“We’ve made some good early progress and, with the knowledge that has been built up, we’re confident that we will achieve our longer-term ambitions to integrate Sunrise as the main helpdesk platform for all of our support team services throughout our UK business.”

Conclusion

With Sunrise ITSM SaaS, WBD is achieving its vision of continuous improvement in service delivery.

“Sunrise has been transformational in how we are now working and the data that we are able to capture and use,” concludes Gareth. “We are able to improve our service to the business and can interact better with employees, all supporting our goal of continuous improvement.”

As WBD looks ahead, plans to launch self-service, expand asset management, and implement lifecycle management will further position Sunrise as a central hub for its support services, enhancing both employee experience and operational efficiency.