FitFlop require complete visibility of their IT and customer service environment to deliver the best possible service levels
Chessington, 4 July 2013 - UK-headquartered service management company Sunrise Software has today announced that FitFlop, creators of biomechanically engineered footwear, has selected its flagship product, Sostenuto, to create a new streamlined Customer Service Desk facility. Scheduled to go live in April 2013, the Sostenuto platform will give FitFlop a future-proof system that will support the company’s ambitious plans to increase customer interaction through social media networking sites. Sostenuto will provide a streamlined Service Desk for both external customers and internal users of IT.
Up until fifteen months ago, FitFlop relied on an outsourced supplier to provide help desk services but decided to bring the entire Service Desk function in-house and invest in a totally new IT Service Management solution that would improve IT service delivery and help run operations more smoothly. Following an evaluation of two other vendors in the marketplace, FitFlop chose Sunrise Software primarily for ease of use and the look and feel of the product.
According to Mike Procyshyn, Head of Infrastructure at FitFlop, “Based on my own first-hand experience of using Sostenuto in the past, I knew it would comfortably give us the out-of-box functionality we needed to access up-to-date information easily and quickly and so improve service levels in a proactive and tangible way. As an extra bonus, no other competitor offered the same high degree of flexibility necessary to accommodate our growing social media environment successfully, an essential component of our digital media strategy.”
FitFlop is currently installing Sunrise Software’s Sostenuto ITSM platform to achieve a single, consolidated view of all IT and customer service activities across the organisation. The new IT Service Desk infrastructure will focus initially on setting up and monitoring a set of Service Level Agreements (SLAs) that demonstrably improve IT service delivery to staff.
Six months later, FitFlop plan to introduce Sunrise Software’s Self-Service solution to help users log and track the progress of their own IT incidents and requests themselves. The time saved by the Service Desk team can be devoted to projects that streamline operations and strategically support the overall business.
Ultimately, FitFlop plans to link Sostenuto with the organisation’s customer service systems, giving them the ability to record and monitor incidents such as customer returns and complaints.
New features in the Sostenuto portfolio will enable FitFlop to engage more closely with the company’s expanding network of retailers, distributors and end customers through influential social media networking sites such as Twitter and LinkedIn. In addition, powerful integration between Sostenuto and some of the world’s most high-profile sites will give FitFlop the ability to monitor consumer comments on their products and services and respond rapidly to them, whenever necessary.
Geoff Rees, Sales Director of Sunrise Software, concluded: “In today’s fast-moving commercial world, dynamic businesses like FitFlop require complete visibility of their IT and customer service environment to deliver the best possible service levels. Our tried and tested approach coupled with future product innovations will maximise FitFlop’s return on their original investment in our technology. We look forward to working with them to create a totally future-proofed solution that addresses the challenges of today’s social media landscape. With Sostenuto, they can rest assured they have a stratetgic tool that significantly enhances customer engagement and protects their company’s reputation and corporate brand at the same time.”
For more information on Sunrise Software, its products, services and customers, please visit www.sunrisesoftware.co.uk
NOTES TO EDITORS
The first FitFlop sandal – Walkstar™ 1 – was sold in 2007, after beauty industry entrepreneur and multi-tasking Mum Marcia Kilgore collaborated with expert biomechanists Dr David Cook and Darren James to create the an all-new biomechanically-designed flip flop.
Since that time, the company has expanded its product line to include a comprehensive range of sandals, clogs, boots and trainers.
For more information, please visit: www.fitflop.co.uk
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
• Sostenuto HR Case Management, for HR support
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: www.sunrisesoftware.co.uk
020 8391 9000
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