Case Study: BCP Council improves service management and self-service with Sunrise ITSM

BCP Council - Customer Case Study

The BCP Council, a local government authority in the UK, faced challenges with its outdated and under-developed legacy IT service management (ITSM) system. The system was clumsy, no longer met their requirements, and its renewal provided an opportunity to seek a modern, holistic solution. The council's ICT team wanted a customizable, scalable, and easy-to-maintain platform to support its long-term enterprise service management strategy and improve services for its 5000 employees.

Sunrise Software provided its Sunrise ITSM solution, which was selected for its user-friendly interface, functionality, and cross-platform accessibility. The implementation included a thorough data cleansing process and the launch of a self-service portal. As a result, the council saw a 44% rate of tickets raised via self-service, exceeding their target, and reduced telephone demand by 12% and email demand by 35%. These improvements freed up the IT team's time, improved resolution times, and positioned Sunrise Software's solution for future expansion into other business areas.

BCP Council

Simon Rees

ICT Customer Support Manager