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We are delighted to win this award – it is truly a recognition of how Sostenuto has met all our requirements

Sunrise Software’s IT Service Management solution used by Channel Islands Co-operative Society tops entries for Back Office Solution of the Year

Chessington, 30 October 2012 - UK-headquartered Service Management company Sunrise Software has today announced that its IT Service Desk and Service Management system, Sostenuto is the winner of the back office solution category in this year’s Retail Systems Awards. The award was won in conjunction with Channel Islands Co-operative Society (CICS) who has deployed Sostenuto to support over 500 users across 25 locations. The judges assessed how the technology has been integrated with current operations and how the solution supports a diverse set of business processes, as well as the obvious business gains. Using Sostenuto has boosted productivity and efficiency across multiple departments and enhanced customer service for CICS, one of the Channel Island’s largest employers.

According to Mike Guest, Head of IT for The Channel Islands Co-operative Society, “We are delighted to win this award – it is truly a recognition of how Sostenuto has met all our requirements. It has delivered the right functionality at the right price with the added bonus of being flexible enough to support our many business operations, not just IT.

“Sostenuto’s reporting capabilities also provide an excellent strategic tool, giving us the hard evidence we need to drive forward business change and support industry compliance. Sunrise’s first rate technology and professional expertise has definitely played a significant part in our successful implementation.”

CICS installed Sunrise Software’s Sostenuto IT Service Management and Self-Service solutions in 2010, replacing manual systems. Sostenuto now captures 100% of all IT incidents and staff now log all issues – from PCs and fridge repairs to requests for extra EPoS terminals when new check-out areas are built – via the Self-Service portal.

The Customer Service team logs all requests from customers and the general public using Sostenuto, covering everything from complaints to potential job opportunities. The loss prevention team also records important security incidents such as shoplifting or drive-offs at petrol stations to help the local police with CCTV footage or information for crime reports.

Retail Computer Solutions, CICS’ main retail software supplier also has access to Sostenuto to enable seamless support to end users and improve customer service. Sostenuto’s Change Management functionality is used to comply with stringent Payment Card Industry (PCI) standards, tracking the asset numbers of every Chip and PIN device used to keep an accurate audit trail required by the PCI Security Standards Council.

Geoff Rees, Sales Director of Sunrise Software, concluded: “We are delighted that Sostenuto has been recognised as a back office solution that delivers business benefits right across an organisation’s range of activities. Channel Islands Co-operative Society’s investment in Sostenuto and the integration with its business processes demonstrates how other departments such as customer service, HR and security - not just the IT department - can increase operating efficiencies and productivity. We have enjoyed working with CICS as it looks for creative solutions to its business challenges. Sostenuto is designed to be highly flexible and configurable and CICS have leveraged this capability to great effect.”

For more information on Sunrise Software, its products, services and customers, please visit



About The Channel Islands Co-operative Society

Established in 1919, The Channel Islands Co-operative Society (CICS) is a retail business dedicated to the principle of co-operative trade returning profit to shareholders in respect to their purchases and where all members have an equal vote on company policy at the AGM. CICS is one of the largest employers in the Channel Islands with 1,200 people serving customers with a wide range of products and services at 21 food stores and 6 petrol stations, 14 post offices, 2 department stores, 2 travel agents, a sports shop and a funeral parlour.

For more information, please visit

About Sunrise Software

Established in 1994, Sunrise provides applications which underpin business processes across its customers’ organisations. A privately held, UK based company, Sunrise has a highly successful track record in IT service management, customer service management and business process management with fully configured applications designed around best practice guidelines.

Available as either on-premise or Software as a Service (SaaS) Sostenuto, Sunrise’s flagship product is totally web-based which harnesses modern technology with inbuilt resilience. Sostenuto is a comprehensive software tool which offers a high degree of flexibility, allowing organisations to change or introduce new processes through simple configuration.

There are three different variants to address different business requirements:

• Sostenuto ITSM available as ITSM2 and ITSM3 (ITIL2 or ITIL3 versions)
• Sostenuto CSM, a non-ITIL tool for customer service departments.
• Sostenuto BPM, which allows organisations to create their own applications

Many organisations use Sostenuto across the UK, with high profile users including Anglian Water, the NHS, Rugby Football Union, University of Greenwich, Muller Dairy and many more.

For more information please visit:

Editors Contacts

Carly Nessmann
Marketing Manager
020 8391 9000

Andreina West
PR Artistry
01491 639500

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