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Service desk supports FitFlop customer focus

By Retail Technology | Wednesday July 10 2013

Footwear brand updates IT support management to step up social media communication and enhance customer service

FitFlop, the creator of biomechanically engineered footwear, has selected Sostenuto from 
UK service management company Sunrise Software to create a new streamlined customer service desk facility. 

Having gone live earlier this year, the Sostenuto platform is designed to give FitFlop a future-proof system that will support the company’s ambitious plans to increase customer interaction through social media networking sites. Sostenuto will provide a streamlined service desk for both external customers and internal users of IT.
 
Up until fifteen months ago FitFlop relied on an outsourced supplier to provide helpdesk services. But the company decided to bring the entire function in-house and invest in a new IT service management (ITSM) system that would improve IT service delivery and help run operations more smoothly. 

Following an evaluation of two other vendors in the marketplace, FitFlop chose Sunrise Software primarily for ease of use and the look and feel of the product.

Prior experience proves a bonus
 
Mike Procyshyn, head of infrastructure at FitFlop, said: “Based on my own first-hand experience of using Sostenuto in the past, I knew it would comfortably give us the out-of-box functionality we needed to access up-to-date information easily and quickly and so improve service levels in a proactive and tangible way. As an extra bonus, no other competitor offered the same high degree of flexibility necessary to accommodate our growing social media environment successfully, an essential component of our digital media strategy.”
 
FitFlop is currently installing Sunrise Software’s Sostenuto ITSM platform to achieve a single, consolidated view of all IT and customer service activities across the organisation. The new IT service desk infrastructure will focus initially on setting up and monitoring a set of service level agreements (SLAs) that demonstrably improve IT service delivery to staff. 
 
Six months later, FitFlop plans to introduce the provider's self-service system to help users log and track the progress of their own IT incidents and requests themselves. The time saved by the service desk team can be devoted to projects that streamline operations and strategically support the overall business. 

Focusing on customer service
 
Ultimately, FitFlop plans to link Sostenuto with the organisation’s customer service systems, giving them the ability to record and monitor incidents such as customer returns and complaints. 
 
New features in the Sostenuto portfolio will enable FitFlop to engage more closely with the company’s expanding network of retailers, distributors and end customers through influential social media networking sites such as Twitter and LinkedIn. 

The integration between Sostenuto and some of the world’s most high-profile sites will also give FitFlop the ability to monitor consumer comments on their products and services and respond rapidly to them, whenever necessary.

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