Trowers & Hamlins steps up support for 700 staff worldwide using Sunrise Software and Phoenix Integration

UK News

11
Nov
2013

Editor

UK-headquartered service management company Sunrise Software has been selected by top UK law firm Trowers & Hamlins to supply its flagship Service Desk solution, Sostenuto. The firm has implemented Sostenuto for Incident, Problem, Change and Asset management.  As a key part of the project Sunrise has integrated Sostenuto with the firm’s HP WorkSite document management system. Phoenix Business Solutions designed a unique integration enabler between Sostenuto and the firms’ document management system, HP WorkSite.

The solution is now accessible for all 700 employees worldwide via a Self-Service portal built within Sostenuto and has reduced call volumes to the Service Desk by 25%.

Steve Garbett, Support Manager at Trowers & Hamlin stated; “Sostenuto scored well against its competitors, coming top. Our analysts liked the look and feel of the product and reporting was easy. Sunrise offered us an out-of-the-box solution with no hidden extras, even the Self-Service element came as part of the package. What is more, it is highly configurable, giving us the flexibility to adapt it ourselves, as our requirements evolve.”

Using Sostenuto, Trowers & Hamlins has set up a Self-Service portal that has been fully integrated by Phoenix Business Solutions with the firm’s document management system, HP WorkSite.  Staff can simply log a call with the Service Desk, who issues them with an incident number. Then, with a quick click of a button, users are automatically directed to HP WorkSite where they can browse the full catalogue of documents, open the specific one they want and even highlight it, attaching a link that can be shared with a colleague.

The advantages of using Self-Service have been promoted to staff in a poster campaign by the IS department to highlight the benefits of the new portal. Trowers & Hamlins extended the initial trial to nearly 60 staff, following an extremely popular pilot phase. Steve Garbett added, “Sostenuto enables us to prioritise incidents far more easily and swiftly and our staff appreciate being able to track the progress of their calls themselves.  At a glance, they know the status of their calls at any given time down to which individual or team is handling them. In addition, integration of HP WorkSite and Sostenuto has enabled staff to easily access all the documents they need, safe in the knowledge that they are the ones they actually want to share.   They value the whole immediacy and efficiency of the system.”

Geoff Rees, Sales Director at Sunrise Software said; “Being able to integrate the Service Desk with other key business applications is a powerful way for the IT department to align its services to the business. Innovative organisations like Trowers & Hamlins focus on providing an easy and streamlined way for staff to request help, in this case, using a Self-Service portal, which in turn enables the Service Desk to deliver support efficiently, freeing up time and resources for more strategic work.”