Service Management company Sunrise Software has announced
that Cobweb Solutions, a Cloud Services Provider of IT
has selected its Sostenuto Service Desk Management software.
Cobweb Solutions is the largest independent Hosted Microsoft
Exchange provider in Europe with over 5000 customers and will be
using Sostenuto to support over 100,000 end users as well as
over 70 internal staff.
The company chose Sostenuto to enable it to deliver improved
customer service, manage its Service Level Agreements and to
provide customers with a Self-Service facility.
Jeremy Drew, Chief Operating Officer at Cobweb Solutions said;
"We selected Sunrise Software's solution as it provided the most
comprehensive offering to match our requirements. Sostenuto
offers the ITILR Service Management alignment for our processes
that we were looking for both to support our customers and for
use internally. The team at Sunrise understood our business
needs as not just an IT organisation that supports end users but
as a major service provider and this is reflected in the
solution that is absolutely fit for purpose. It will enable us
to rigorously track and monitor incidents against our SLAs in
much greater detail to deliver an improved customer service."
Cobweb Solutions has a team of 26 staff operating a
round-the-clock customer support service and will use Sostenuto
to manage all calls from customers using its cloud-based
solutions, including Hosted Exchange and Hosted SharePoint.
Phase two of the roll-out will include the Customer Self Service
One of the key benefits of offering Self-Service for
Cobweb Solutions is the ability for customers to check progress
of calls and access relevant data that is pertinent to them. Sostenuto's 'partitioning' capabilities ensure security so that
organisations are only able to see their own customer data.
"Initially we will use Sostenuto for our Service Desk to gain
proficiency and knowledge in the system, which once embedded
will enable us to roll out the Self-Service facilities to
customers. The system will be critical to our business for both
customer and internal requests. The Self-Service functionality
is where the trend is moving and underpins our intention to
deliver what customers now want and expect from a quality
service provider," added Drew.
Geoff Rees, Sales Director of Sunrise Software, concluded:
"Sostenuto has been developed to provide the business tools that
customer service organisations require to manage every aspect of
their service delivery. Managing and tracking customer responses
effectively enables such companies to operate smart,
cost-efficient support services that directly benefit their
bottom line with satisfied customers."
About Cobweb Solutions
Cobweb Solutions is the biggest independent Hosted Exchange
provider in Europe, delivering a range of hosted communication
tools to more than 5,000 small and medium-sized business
customers and 160 partners. Info:
About Sunrise Software
Established in 1994, Sunrise provides applications which
underpin business processes across its customers' organisations.
A privately held, UK-based company, Sunrise has a highly
successful track record in IT service management, customer
service management and business process management with fully
configured applications designed around best practice