Sunrise’s SaaS ITSM offering was selected by DPD to replace BMC RemedyForce following a competitive analysis. The Sunrise solution, used by the service desk technical support teams, provides DPD with an easy to use, adaptable and intuitive interface to log and manage incidents for employee and contractual customer support, including via a self-service portal for end-users.
DPD was looking for a solution that would, amongst other requirements, log incidents against departments and third party contracts, populate the knowledge base for IT support and end-user self-service and track KPIs & performance metrics against contractual SLAs for continual improvement. Core to its selection was Sunrise ITSM’s integrated and flexible approach to service management, having services built-in from the outset, meaning DPD benefits from being able to activate these as and when required but without incurring additional expenditure.
User technical support ranges from office workers to delivery drivers using mobile devices - where timeliness to resolution is critical – and extends to the consumer awaiting a parcel using DPD’s home tracking software. DPD just saw its busiest Christmas season yet, with over 16 million parcels delivered across the UK in December alone.
A key differentiator of Sunrise ITSM was the inclusion of the SDI accredited reporting suite, a streamlined way to provide the evidence required to meet SDI standards. As a part of its ongoing service improvement drive, it was important to DPD that the selected solution had out-of-the-box best practice reports to benchmark against from its inception and use to measure performance, quality and productivity as well as to help calculate the “cost to serve”.
Alison Stephens, IT Service Desk Manager at DPD, said: “DPD has a strategy to provide a world class service and we continually aim to improve upon the level to which IT contributes. Previously, we were reliant on interactions such as email for calling logging, which were time-consuming and not best for the customer. Moving to offer a self-service portal means that our diverse and often mobile users can easily check for a resolution themselves, but still log a call if they need to.”
Simon Barber, Head of IT Service Delivery at DPD, added “ROI is key – we have a “cost to serve” measure that tracks and monitors our contractual service levels, which is especially important for our business customers. The SDI certified performance reports within Sunrise ensure accountability and traceability for continuous improvement. Ultimately we are driving towards proactive incident prevention over reactive support for our internal and external business customers and Sunrise’s integrated approach supports our Best Practice ethos, reflected in our improving Customer Satisfaction ratings.”
Geoff Rees, Director of Business Services and Sales at Sunrise, comments: “Time is of the essence within the parcel delivery arena and for DPD, there is none to waste when it comes to answering queries and dealing with incidents raised by employees and business customers. Above all else, DPD benefits from the simplicity and flexibility of Sunrise’s ITSM platform as it means the service desk can act quickly to see tangible benefits to its operations. Being able to demonstrate value to the business is one of the hardest tasks of all for the sometimes underappreciated IT service desk, but with industry certified reporting, organisations can quickly measure the benefits that are offered by an effective service management approach.”
Alison Stephens, IT Service Desk Manager at DPD: “The Sunrise ITSM SaaS offering instils a great degree of confidence in us at DPD. Sunrise has a world class SaaS partner in IBM and understands what it means to support a business critical brand such as our own – we look forward to this project delivering substantial improvements to our IT service delivery.”
