Food chain Pret says it has improved the level of service it delivers to customers in its 225 shops by consolidating the helpdesks which keep vital systems and equipment running.
A two year integration project, underpinned by service management software from Sunrise has helped centralise IT, maintenance and customer services operations.
“We chose Sostenuto because it was clear from the outset that it would make it easy to manage calls and provide us with the reporting we needed. The product’s flexibility was also very much a deciding factor, as we planned to adapt it for different departments moving forward,” says IT director Simon Kerry
Pret attributes its success, which has led to a £250 million annual turnover, to thinking differently when considering how to treat customers.