Case Study: Warrington Borough Council boosts service desk performance and customer satisfaction with Sunrise Software

Warrington Borough Council - Customer Case Study

Warrington Borough Council needed to replace an outdated support desk system that was no longer fit for purpose. They sought a new, web-based solution that included self-service capabilities and could be extended to support their entire organization. The council chose the Service Desk solution from Sunrise Software to address this challenge.

Sunrise Software implemented a platform that managed Incidents and Problems, featuring self-service for employees and a single database with role-based security. The solution was rolled out beyond IT to include Social Care and HR, enabling centralized asset tracking and management of over 140 supplier contracts. The addition of Wallboard reporting provided enhanced visibility. As a result, Warrington Borough Council boosted its customer satisfaction scores to over 90%, achieving a strong return on investment with the Sunrise system.

Warrington Borough Council

Sue Keating

Service Performance Lead