Case Study: Farrer & Co improves IT service delivery with Sunrise Software

Farrer & Co - Customer Case Study

Farrer & Co, a top UK law firm, sought to improve transparency and customer involvement in its IT service delivery. Their outdated IT service management (ITSM) software was a barrier to these goals, prompting them to seek a new, flexible solution. They selected the cloud-based Sunrise ITSM software from vendor Sunrise to support their service improvement programme.

The solution from Sunrise was a fully customizable, cloud-based ITSM platform that included best-practice reporting and gamification to motivate staff. This allowed Farrer & Co to monitor KPIs in real-time and refine their service delivery. As a result, the firm achieved its targets, including answering 90% of calls in under six seconds and resolving 90% of incidents within their SLAs. The implementation by Sunrise greatly improved service desk efficiency and analyst productivity.

Farrer & Co

Paul Lovegrove

IT Service Delivery Manager