Case Study: WM Housing achieves higher service desk satisfaction with Sunrise Software ITSM

Citizen Housing - Customer Case Study

WM Housing, a large not-for-profit social housing business, faced the challenge of an underperforming outsourced IT service desk that delivered poor response times and low customer satisfaction. Seeking to reverse this, they decided to bring the service desk function in-house and required a new IT Service Management (ITSM) solution. They partnered with vendor Sunrise Software to implement the Sunrise ITSM product to meet their needs for flexibility and rapid deployment.

The solution from Sunrise Software was implemented swiftly, providing the tools for effective incident, problem, and change management. The measurable results were outstanding: staff satisfaction scores soared from 47% to the mid-90s, and the transition proved more cost-effective than outsourcing. The implementation also provided superior reporting capabilities and greater visibility of service desk performance across the business for WM Housing.

Citizen Housing

John Griffith

Application Support