Cobweb Solutions Improves Customer Service with Sostenuto

Service Management company Sunrise Software has announced that Cobweb Solutions, a Cloud Services Provider of IT solutions,
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 option.

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: www.cobweb.com.

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 guidelines. Info: www.sunrisesoftware.co.uk.