Case Study: The Channel Islands Co-operative Society improves service and IT efficiency with Sunrise Software

How CICS have gone beyond IT and use the IT Service Desk software to support other business functions, including Facilities, customer service, loss prevention and more

The Channel Islands Co-operative Society, a large retail business, faced a challenge in managing service requests and IT incidents efficiently across its many locations. Their previous process relied on manual methods like paper and spreadsheets. To overcome this, they selected Sunrise Software's Sostenuto IT Service Management and Chameleon Self-Service solutions.

Sunrise Software's implementation automated and streamlined the service management process. The solution provided a self-service portal for staff, improving visibility and tracking of incidents. This resulted in 87% of users finding the system easy to use and 91% appreciating the ability to track their calls, leading to faster response times and improved customer satisfaction. The flexibility of Sunrise's Sostenuto platform also allowed it to be configured for use in other business areas like facilities, security, and compliance.

The Channel Islands Co-operative Society

Mike Guest

Head of IT