Online shopping experience, automation and live chat support reap customer satisfaction and efficiency benefits for NHS shared service desk
While the majority of requests are currently made via phone and webforms, Informatics Merseyside is innovating by integrating new channels such as live chat into the central Sunrise incident management process. This delivers real-time support and enables staff to capture more information on issues, solving them faster.
Sunrise provides the adaptable platform for multiple innovative projects that automate previously manual processes, saving time and making life easier for users. These include password reset, whereby Sunrise authenticates the user directly, and the immediate and automatic provision of permission to access particular folders on NHS Trust systems, which previously took a working day to complete.
A further digital initiative emulates the consumer online shopping experience – an equipment request portal enables users to select software, hardware and services, while helping them to build a business case, and automatically recommending additional products they may require. Built on Sunrise, it further helps reduce any set-up and support time by providing an up to date and centralised picture of IT assets. Interoperability with the core Sunrise platform additionally enables remote support sessions and pushing pop-up notifications to the user, for example in the case of a major incident requiring their action, while telephony integration is on the near horizon.
Committed to ensuring industry best practice, Informatics Merseyside was the first NHS IT service desk in England to achieve 3-star certification from the Service Desk Institute (SDI). Sunrise provides the reporting, data and processes Informatics Merseyside needs to efficiently meet its SDI certification requirements. Certification enables the organisation to review its operations against strict criteria, helping it to continually improve its services.
“As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value,” said David Gordon, Head of IT Service Operations, NHS Informatics Merseyside. “Our Shift Left strategy aims to automate activities, freeing up service desk time. Sunrise has helped drive a cultural change within the organisation, allowing us to innovate and deliver the easy experience that our increasingly digital customers expect, whatever their needs,”
Sunrise is underpinning Informatics Merseyside’s central aim of delivering fast, efficient service that meets and exceeds customer requirements. Surveys show a 98% customer satisfaction with the service desk, testament to the benefits the team is delivering.
Geoff Rees, Director of Business Services and Sales of Sunrise, comments: “The role of the service desk is changing rapidly – moving from reactive incident management to proactively supporting a better, consumer-led experience for all users. The success of NHS Informatics Merseyside in extending the services it offers into areas such as online shopping, live chat and automation, based on our platform, demonstrates how the service desk can accelerate digital innovation, benefiting the entire organisation.”
To read a full case study on NHS Informatics Merseyside use of Sunrise click here: https://www.sunrisesoftware.com/casestudies/case-study-informatics-merseyside/.
About Sunrise Software
Sunrise’s expertise in IT Service Management software is built on the experience of working with hundreds of clients – across all sectors and industries. In an age where customer and employee experience is driven by high expectations, we aid organisations in the management of efficient business processes to help them achieve their end goals. Sunrise’s customers use ITSM software to manage workflows, track and record workplace tasks, events and activities to deliver greater productivity and customer satisfaction across the organisation.
By working hand-in-hand with enterprises, service providers and public sector entities, Sunrise provides software that becomes the backbone for delivering and managing services within their organisation. Sunrise’s fully configurable solution can be implemented via SaaS or on-premise and extends from ITSM and External Customer Service and Shared Service desks, through to HR, Finance or Facilities Management teams.
Headquartered in Chessington, UK, Sunrise Software, an IBM Business Partner, has two decades of experience in the service management and service desk industries and harnesses this knowledge to deliver solutions that meet real business needs.
More about NHS Informatics Merseyside
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