Case Study: WM Housing achieves higher service desk satisfaction with Sunrise Software ITSM

WM Housing regenerates its service desk with Sunrise Software IT Service Management

WM Housing Group, a large not-for-profit social housing provider, faced significant challenges with its outsourced IT service desk, which delivered poor response times and low customer satisfaction. To regain control, they decided to insource the function and sought a new IT Service Management (ITSM) solution. They selected Sunrise Software's Sunrise ITSM product for its flexibility, scalability, and ability to be implemented quickly.

The implementation of Sunrise ITSM was a success, allowing WM Housing to launch its new internal service desk within a month. The solution provided superior incident management, reporting, and a self-service portal. As a result, staff satisfaction scores skyrocketed from 47% to the mid-90s, and the business achieved significant cost savings compared to outsourcing. Sunrise Software enabled WM Housing to transform its service delivery and dramatically improve internal perceptions of the IT department.

WM Housing Group

John Griffith

Application Support