Case Study: Sunrise achieves centralised knowledge management and faster, higher-quality help-desk support with Knowledge Powered Solutions

Sunrise Software Knowledge Management Solution for Help-desk and Customer Service Centres

Sunrise, the UK’s leading independent developer and solution provider for help desk and customer centre software, was facing rapidly rising call volumes and increasing call complexity while resources to maintain service quality were not keeping pace. To address this challenge, Sunrise selected Knowledge Powered Solutions’ Knowledge Management Solution for Help-desk and Customer Service Centres.

Knowledge Powered Solutions integrated its knowledge management software directly into Sunrise’s help-desk environment, creating a centralised repository to store and grow solutions and agent knowledge. The deployment allowed agents to standardise responses and better handle complex enquiries to help maintain service quality; the case study describes these operational improvements but does not provide quantitative metrics.

Sunrise