Case Study: Bidfood achieves better IT service and self-service adoption with Sunrise Software

How Bidfood brought Sunrise ITSM SaaS in-house, launched self-service and reached 100% positive response

Bidfood, a UK foodservice provider, faced significant employee dissatisfaction with its outsourced IT service desk, which struggled to understand its intricate business operations. To achieve its "Service Excellence" mantra, Bidfood's IT leadership decided to bring the service desk back in-house and sought a new ITSM partner. They selected the Sunrise Software ITSM SaaS solution for its ITIL-based platform and configurable approach.

The solution implemented by Sunrise Software provided a flexible, user-friendly Self-Service portal and ITIL processes for incident, problem, and change management. This empowered Bidfood to tailor the service to its needs. The results were dramatic, with SLA performance reaching 95-98%, customer satisfaction consistently above 98%, and a drop in daily phone calls from over 150 to around 30. Major incidents also fell significantly, freeing the IT team to focus on proactive improvements.

Bidfood

Matt Wilsher

Head of IT Services