Trowers & Hamlins steps up support for 700 staff using Sunrise Software and Phoenix integration

CHESSINGTON, ENGLAND: UK-headquartered service management company, Sunrise Software, has been selected by top UK law firm Trowers & Hamlins to supply its flagship Service Desk solution, Sostenuto.

The firm has implemented Sostenuto for Incident, Problem, Change and Asset management. As a key part of the project Sunrise has integrated Sostenuto with the firm's HP WorkSite document management system. Phoenix Business Solutions designed a unique integration enabler between Sostenuto and the firms' document management system, HP WorkSite.

The solution is now accessible for all 700 employees worldwide via a Self-Service portal built within Sostenuto and has reduced call volumes to the Service Desk by 25 percent.

Steve Garbett, Support manager at Trowers & Hamlin stated: "Sostenuto scored well against its competitors, coming top. Our analysts liked the look and feel of the product and reporting was easy. Sunrise offered us an out-of-the-box solution with no hidden extras, even the Self-Service element came as part of the package. What is more, it is highly configurable, giving us the flexibility to adapt it ourselves, as our requirements evolve."

Using Sostenuto, Trowers & Hamlins has set up a Self-Service portal that has been fully integrated by Phoenix Business Solutions with the firm's document management system, HP WorkSite. Staff can simply log a call with the Service Desk, who issues them with an incident number. Then, with a quick click of a button, users are automatically directed to HP WorkSite where they can browse the full catalogue of documents, open the specific one they want and even highlight it, attaching a link that can be shared with a colleague.

The advantages of using Self-Service have been promoted to staff in a poster campaign by the IS department to highlight the benefits of the new portal. Trowers & Hamlins extended the initial trial to nearly 60 staff, following an extremely popular pilot phase.