Sunrise Software says that ANS Group has deployed its Sostenuto IT Service Management (ITSM) solution to manage IT Incident and Change Management for its customers, as well as supporting its critical business processes. ANS is using Sostenuto to track and capture sales leads, manage customer contracts and order processing, and to schedule consultants’ time. The company claims both efficiency and productivity gains that have given a return on its investment in just twelve months and significantly contributed to its growth of over 80%.
According to Scott Fletcher, Chairman and Founder of ANS Group; “We chose Sostenuto because we liked the flexibility of the solution, based on the ITIL® 3 framework. The account team at Sunrise really understood what we wanted to achieve to support our business processes.
“We are managing all aspects of our customer records, including over 1000 contracts and over 25,000 customer assets in our database. Sostenuto is not just used to manage our IT services to customers – it encompasses the whole of our customer relationship, from sales through to order processing, support, consultancy hours and invoicing.
“We have easily seen a Return on Investment from Sostenuto. Last year we doubled in size and now employ over 150 people. Through the efficiency gains that we have made, Sunrise’s system has saved us the equivalent of recruiting an additional five people. Even with our tremendous growth we have managed to enhance our customer service levels.”
ANS is now rolling out Sostenuto to the representatives in the field. ANS consultants will use the system to write end of day reports, record expenses and manage holiday requests.
The team at ANS is also working with Sunrise to develop a mobile application on the iPad that will enable customer signatures to be captured electronically.
Geoff Rees, Sales Director of Sunrise Software, concluded: “Every organisation has functions where queries are managed using spreadsheets and email, leaving information to be duplicated, or worse, fall into a black hole. Automated systems enable business processes to be watertight and reduce duplication of data and errors. Through its adoption of Sostenuto to manage customer related contacts and data, ANS Group can maintain a fully updated, seamless view of customers, enabling it to provide a holistic, responsive service. ITIL is really about adopting best practice that can deliver efficiency and productivity gains across all business functions.”
