Sunrise Customer Service Management

Sunrise Customer Service Management is a service management software solution designed by Sunrise Software Ltd. According to the vendor, it aims to assist organizations in delivering services and managing business processes. The software is suitable for companies of all sizes, from small businesses to large enterprises. It is utilized by various professions and industries, including IT service providers, managed service providers, public sector organizations, healthcare institutions, and educational institutions.

Key Features

Incident Management: According to the vendor, the software allows efficient management and resolution of incidents reported by customers or end-users. It provides tools to track the status and progress of incidents from creation to resolution. Incidents can be assigned to appropriate support agents for timely resolution.

Problem Management: The software helps identify and address the root causes of recurring incidents, as stated by the vendor. It offers analysis of trends and patterns to proactively prevent future incidents. A knowledge base of known errors and workarounds can be maintained, and collaboration with teams is facilitated to investigate and resolve problems.

Change Management: According to the vendor, the software enables planning, scheduling, and implementation of changes to IT infrastructure and services. It assists in assessing the impact and risks of changes before implementation. A change calendar is available to avoid conflicts and ensure smooth transitions, and all changes can be tracked and documented for audit and compliance purposes.

Knowledge Management: The software allows the creation and maintenance of a centralized knowledge base of articles and solutions, according to the vendor. It provides self-service options for customers to find answers and resolve issues. Agents can quickly access relevant knowledge articles during incident resolution, and continuous updates and improvements can be made based on user feedback.

Service Level Management: According to the vendor, the software facilitates the definition and management of service level agreements (SLAs) with customers. It allows monitoring and reporting on SLA performance and compliance. Response and resolution time targets can be set for different types of incidents, and automated calculations and notifications can enhance service delivery.

Self-Service Portal: The software empowers users to raise new incidents or requests and search for solutions, as stated by the vendor. Real-time status updates on existing issues and service outages can be provided. Simple solutions to common problems can be published for self-help, and access to information within the service desk can be controlled based on user roles.

Announcements: According to the vendor, the software enables the publication of important announcements and updates to staff and end-users. Announcements can be targeted to specific individuals, groups, or the entire company. Supporting documentation can be attached to provide additional information, and future publish dates can be set with automatic expiration of old announcements.

Gamification: The software offers gamification techniques to engage, motivate, and reward service desk staff, according to the vendor. Badges can be awarded for exceptional customer service and support achievements. Agents can level up based on their experience and contributions. Challenges and leaderboards can be created to encourage healthy competition.

Reporting and Analytics: The software allows the generation of performance statistics and reports for analysis and decision-making, as stated by the vendor. Key metrics such as incident resolution time and customer satisfaction can be tracked and measured. Reports can be customized based on specific requirements and filters, providing insights into service desk performance and identifying areas for improvement.