DPD has selected its Sunrise’s IT Service Management SaaS to enhance the IT support provided to its employees and customers.
The Sunrise solution, used by the service desk technical support teams, provides DPD with an adaptable and intuitive interface to log and manage incidents for employee and contractual customer support, including via a self-service portal for end-users.
Simon Barber, head of IT service delivery at DPD, said: “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.”