Case Study: Trowers & Hamlins improves service desk efficiency and document management with Sunrise Software

Trowers and Hamlins - Customer Case Study

Trowers & Hamlins, a top-50 UK law firm, faced challenges with its outdated call logging system, which was unable to provide adequate support for its 700 staff worldwide or effectively manage document access and version control. To overcome this, the firm selected Sunrise Software's Sunrise ITSM solution, seeking its advanced reporting capabilities and configurable self-service functionality to create a first-class service desk.

The solution, which included a unique integration with the firm's HP WorkSite document management system designed by Phoenix Business Solutions, enabled a revolutionary self-service portal for staff. This implementation by Sunrise Software led to a 25% reduction in service desk calls within two weeks, improved document accuracy, and provided powerful reporting tools that allowed for strategic service improvements and enhanced responsiveness to the executive board.

Trowers and Hamlins

Steve Garbett

Support Manager