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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.”
