Case Study: NHS Informatics Merseyside drives digital innovation and efficiency with Sunrise ITSM

NHS Informatics Merseyside - Customer Case Study

NHS Informatics Merseyside, an NHS shared IT service, needed to consolidate multiple service desk systems from different trusts into a single, efficient platform to support its 18,000 users. They sought a solution that would drive automation, support innovation, and underpin a shift in culture towards more strategic IT support. They selected Sunrise Software's ITSM platform for its adaptability and cost-effectiveness.

The implementation of Sunrise ITSM provided a flexible framework for automation and new digital services, such as live chat support and an equipment request portal. This resulted in a highly efficient operation that handles 132,000 requests annually and achieved a 98% customer satisfaction rate. Sunrise Software's solution enabled significant time savings on previously manual processes and helped the organization become the first NHS IT service desk in England to achieve 3-star SDI certification.

NHS Informatics Merseyside

David Gordon

Head of IT Service Operations