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Case Study

Fortek Computers improves customer service for vital 999 services and reduces administration costs with Sunrise Software

Leading provider of technology solutions to critical emergency services agencies deploys Sunrise solution for Service Desk

F ortek Computers, part of Capita Plc provides software solutions exclusively for public safety agencies

around the world to support their operational practices and processes. The Gosport Based division employs over sixty staff at its offices and provides Computer Aided Dispatch (CAD) and supporting technology to customers worldwide, including; New South Wales Police, Australia, Netherlands Coastguard, West Midlands Fire and Rescue Service and Saudi Ministry Police, Kingdom of Saudi Arabia.

Capita Fortek solutions are used by emergency service providers to allocate resources. In order to provide the best possible response the system takes account of the type of incident, for example, Road Traffic Collisions (RTC), building fire or flooding, the location of the incident and monitors resources position, equipment and skills, and state of readiness. All these variables are used to calculate the fastest and most appropriate response, which is critical in an emergency situation.

For Capita Fortek providing a robust system to customers that is available 99.999% of the time is a vital. Therefore it is crucial to manage customer queries, reports and requests for changes to their systems in a timely and effective manner.

The IT customer service team has recently invested in Sunrise’s Sostenuto ITSM Service Management system for its Service Desk to manage first and second line external support. Since deploying Sostenuto, Capita Fortek has seen significant efficiency and productivity gains, as well as increased customer satisfaction.

Flexible and adaptable Prior to implementing Sostenuto customer calls were logged by a team of four first line support agents.

The system they were using required a lot of additional manual paperwork to progress requests for changes or bug fixes. In addition to the team logging calls, up to four administration staff were employed, spending their time completing different word documents and spreadsheets for customer installations and upgrade requests to pass on to the development team to action.

Realising that this was not an efficient use of either the administrators’ or developers’ time, Duncan Chilvers, Customer Services Manager at Capita Fortek evaluated the Service Desk systems available on the market.

“We wanted to find a Service Desk system that could automate the paperwork that was becoming an increasing administration burden. We required a more efficient way to log and track customer calls, as well as process requests and pass them onto the relevant teams.

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Fortek

The workload for the administration staff is significantly reduced since the team has implemented Sostenuto to support its work processes.

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Sunrise’s Sostenuto Service Management software fitted the bill. We liked how it can be used by an operation like ours that supports external customers on our products.

We were also impressed how Sunrise uses the system themselves in house. Sostenuto gives us the flexibility and ability to change things to support the way that we work.”

Savings across the business “The workload for the administration staff is significantly reduced since the team has implemented Sostenuto to support its work processes. Our administration team is now able to focus on more productive & interesting work & now our document flows are electronic we also have good audit trails,” - Duncan Chilvers.

The implementation of Sostenuto has also paid dividends across the division as it is now used on a regular basis by most of the staff. The IT team is adopting ITIL methodology and currently uses Sostenuto for Incident and Problem Management.

They are also starting to use it for Configuration Management on software at customer sites and planning to use the system for Change and Release Management.

The development team uses Sostenuto to manage ongoing customer software enhancements while the project management team uses it to log requests for work.

Improved customer service The introduction of a customer self-service portal, powered by Sostenuto, has brought significant benefits; “The customer portal has been a big hit with customers,” said Duncan Chilvers.

“More are using it every day and we now receive fewer calls because customers can see for themselves the exact status of their service request and the calls we do receive are much shorter, our staff spend less time on the phone and have more time to deal with their requests.”. Our clients in Australia are now able to log calls at any time, which solves the issue of different time zones.

Enabling proactive development Having more accurate and detailed information in the system has also enabled the management team to identify issues and trends. For example, there may be a spike in calls from customers reporting particular issues spotting trends enables them to be more proactive when planning future releases.

A like-minded company Duncan Chilvers has found the working relationship with Sunrise very positive – describing them as a like-minded software company. In the future, he expects the use of Sostenuto to result in even more time savings - several of Capita Fortek’s customers use the Service Desk software themselves and he is planning to link the systems up.

“For some customers our developers have to update details on two systems – ours and theirs. Being able to link up to their Sostenuto system will save us a lot of time as changes and updates can be entered just once. There is no doubt that with the benefits we get from Sostenuto, we will easily realise a return on investment.”

The implementation of Sostenuto has also paid dividends across the division as it is now used on a regular basis by most of the staff. ,,

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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.

Available as either on-premise or Software as a Service (SaaS) Sostenuto, Sunrise’s flagship product is totally web-based which harnesses modern technology with inbuilt resilience. Sostenuto is a comprehensive software tool which offers a high degreeof flexibility, allowing organisations to change or introduce new processes through simple configuration.

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