Delivering ‘a great customer experience’ is now top of every boardroom agenda as Service Providers compete to retain and recruit customers
Chessington, Surrey, 17 June 2015. Sunrise Software, a leading supplier of Service Management solutions, has published its latest article discussing how Service Providers can deliver a great customer experience. The thought leadership piece addresses the challenges of managing multiple suppliers and discusses the benefits of the Service Integration and Management (SIAM) model and a platform approach. Sunrise claims that both approaches can help Service Providers to coordinate and deliver optimum customer service in a collaborative and effective manner.
In the paper Sunrise outlines that a Service Integration and Management model can support the different service requirements for critical and non-critical services or customers. At the point where service and support are delivered to customers, it’s vital that all the related data, contracts, processes and workflows can be consolidated into a single service management platform so that the right service levels and actions can be invoked. It ensures that customers experience the right level of service for their particular contract, at the right cost to the business.
Sunrise also details how a platform approach provides an alternative way to manage customer service, where diverse departments such as IT Service Desk, HR/Payroll, Customer Service, Facilities, can use the same software, tailored to their individual requirements, while being part of an organisation-wide system.
Sunrise claims that both the SIAM and platform approaches have a focus on a central system that can support workflow, performance and service management, billing and payment. They also support a single set of data and collaboration across the enterprise. Both methodologies support key principles and use Service Desk processes to support customer service operations.
Geoff Rees, Business Services Director of Sunrise, said; “The Managed Service Provider sector knows only too well that when providing technical products and services you need to manage complex and diverse suppliers with different customer contracts to provide a joined up service.
With ‘customer experience’ on the top of every boardroom agenda, the question is not whether a Service Provider should be focusing on customer experience, but how. And with a choice of technology platforms and Service Desk processes that can support operations and deliver the important metrics and service, now is the time to act.”
For more information on Sunrise Software, its products, services and customers, visit www.sunrisesoftware.com
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NOTES TO EDITORS
About Sunrise Software
Sunrise Software has 20 years’ experience implementing service management software that enables organisations to support both internal and external customers. The software is designed to meet industry best practice and is easily configurable to meet individual organisations’ specific needs.
The software is browser based, making it easy and intuitive to use. It comes in several versions suitable for Customer Service departments that are speaking to external customers, IT departments providing technical and support services to the business, and other departments such as Facilities management and HR/Payroll that are providing services to staff and managing third party suppliers.
The software is available on-premise or as a Software as a Service/ Cloud solution and is used by numerous high profile organisations including Anglian Water, the NHS, University of Greenwich, Muller Dairy and many more.
For more information please visit: www.sunrisesoftware.com