Customer since 2014

Supporting over 550 staff across 20 offices and field-based roles

Based in Bath

Product: ITSM

Leading regional housing association Curo is focused on its mission of providing great homes to its customers across the South West of England. With over 13,000 homes, Curo provides housing and support services to more than 25,000 customers. As a not-for-profit organisation, it reinvests its profits into achieving its mission of building quality homes and communities. Curo’s diverse operations include a growing construction arm that builds hundreds of new homes annually. Supporting its 550 staff, many of whom are mobile, is critical to achieving its mission of providing great homes and services.

Curo’s service desk, led by Phil Bex, is responsible for over 1,000 devices, including phones, PCs, and Chromebooks, spread across 20 offices and field-based mobile tradespeople. Their goal is to ensure users can focus on the organisation’s mission by delivering efficient and effective IT support.

What Curo was looking to achieve:

In 2014, Curo’s existing service management software, Hornbill’s Supportworks, was no longer meeting its needs. The platform was inflexible, difficult to operate, and lacked the functionality required to support Curo’s evolving needs. Curo needed a solution that:

• Was easy to use and configure.

• Could be personalised to match organisational changes.

• Offered cost-effective value.

After a thorough research and tender process, Curo shortlisted four vendors and selected Sunrise Software’s IT Service Management (ITSM) platform. The decision was driven by Sunrise’s functionality, flexibility, and alignment with Curo’s focus on delivering its core social purpose.

How Sunrise helped them achieve this:

Sunrise’s ITSM platform was implemented in 2014, initially for the IT Service Desk. The deployment covered 14 users across three teams: service desk, infrastructure, and application support. Key features and benefits included:

• Customisable Functionality: Curo found it easy to configure Sunrise’s platform to meet their specific needs. Teams could independently make adjustments, ensuring the system remained aligned with organisational changes.

• Streamlined Ticket Management: Over 44,000 tickets have been raised since 2014, with in-built SLAs ensuring issues are resolved efficiently. The system supports multiple submission channels, including email, phone, face-to-face, and the Sunrise Customer Portal.

• Enhanced User Support: The Sunrise Customer Portal, launched in 2015, acts as a ‘one-stop shop’ for users and service desk staff. It includes an asset register and real-time updates on outstanding tickets, simplifying issue resolution.

• Cross-Departmental Use: Sunrise’s flexibility allowed Curo to expand its use beyond IT. The facilities management team uses it for office equipment requests, and HR manages onboarding processes through the platform. Future plans include logging tools in mobile tradespeople’s vans, enabling better tracking and compliance.

The Results

Since adopting Sunrise ITSM, Curo has achieved significant improvements:

• High User Satisfaction: The service desk achieved a satisfaction rate of 98.4%, highlighting the value users place on the support provided.

• Improved Efficiency: The platform’s flexibility and ease of use have streamlined service desk operations, enabling staff to focus on delivering core services.

• Scalability: Sunrise’s adaptability has supported Curo’s growth, ensuring that IT support evolves with the organisation’s needs.

• Regulatory Compliance: The asset management functionality ensures devices are tracked throughout their lifecycle, aiding compliance with regulations such as WEEE.

Curo’s partnership with Sunrise Software has transformed its IT service management, enabling the organisation to deliver seamless support to its staff. The platform’s flexibility, ease of use, and cost-effectiveness have empowered the service desk to make continuous improvements, supporting Curo’s mission of providing great homes and services. By simplifying IT processes and expanding the platform’s use across departments, Sunrise has become an integral part of Curo’s operational success.