ITSM

How De Montfort University reached 90% customer satisfaction with Sunrise

25,000 students

3500 staff

Founded in 1870

Product: ITSM

Customer since: 2007

The Information Services and Systems (Central IT Department) and User Support Team, headed by Service Operations Manager, Kevin Toone, has a user base of 3500 staff, plus supports departmental nodes that in turn support the 25,000 students at De Montfort University.

The department is responsible for the IT helpdesk, desktop support, desktop procurement and licensing for university software and is also the retail outlet for IT consumables.

What De Montfort University were looking to achieve:

The aim of the User Support team at De Montfort University is to offer the most accurate and rapid response possible to IT issues, meaning that staff and students alike continue working at their optimum level, with minimal disruption to their workflow and thoughts processes.

A service improvement programme upholds these vigorous standards. The quality of IT and its support is borne out by results to a customer satisfaction survey, which shows that 90% of people using the IT support services are satisfied.

This extremely high standard of support has been achieved even though the workload is growing all the time. The popularity of the University means that as more students are welcomed, the number of support calls has increased. Despite this increase in workload, the time taken to resolve calls is now at an all-time low.

How Sunrise helped them achieve this:

Central to managing the workload and maintaining support excellence has been Sunrise’s Enterprise software. By logging and managing all support issues from initial contact through to satisfactory conclusion, Sunrise reassures Kevin that all issues are accounted for and that nothing can be forgotten.

To help create an absolute picture of the supported environment, all equipment is checked and accounted for using Sunrise’s asset management capabilities.

There are three main areas which Kevin has identified as improving thanks to Sunrise.

Improved planning (including hardware roll outs)
Improved call history
The production of useful management information

The combination of these factors allows Kevin to analyse the needs of the department. For example, he has been able to identify peaks and troughs in the workload, enabling him to plan the coming year more effectively than ever based on this new intelligence.