Case Study: Heywood Pension Technologies ensures ITIL-aligned support with Sunrise Software

Heywood Pension Technologies - Customer Case Study

Heywood Pension Technologies, the largest pension administration software provider in the UK and Ireland, faced a challenge with its legacy helpdesk systems. These systems were unable to differentiate between the importance of incoming requests or support ITIL best practices, making effective support management difficult. To improve its customer support and align with ITIL processes, the company chose to implement Sunrise Software's IT Service Management (ITSM) software.

By implementing Sunrise's solution, Heywood Pension Technologies adopted a self-service portal and a process-driven ITIL approach. This provided greater visibility for customers, allowed for the effective categorization of requests, and enabled smarter management reporting. The solution successfully handles an average of 18,000 requests annually, with the majority now coming through the portal. Sunrise Software enabled the transformation of key business KPIs and service level agreements, ensuring Heywood can meet the changing needs of its customers and support the timely payment of pensions.

Heywood Pension Technologies

Steve Haslam

Head of Service Operations