Vision Express has seen IT service-level agreement (SLA) performance improved thanks to new software supporting a process overhaul.

The optician had to revamp processes to maintain customer service levels, so it rolled out a service management application across the IT function and other business areas.

As a result, SLA performance grew from 87 per cent to 96 per cent over the past year.

“The software is easy to use and allows us to work more intelligently,” said Louise Smith, desktop services manager at Vision Express.

“Each store has up to five dispensing machines and one lab machine, which, across 319 branches, can be a challenge to keep track of. [The system’s] associations function allows us to link stores to specific configuration items, and deal with calls a lot faster,” she said.

“It just made sense to use the system in other areas of the business. After all, a store calling to track products on order is not much different from someone contacting the IT service desk about a problem with a printer. We’ve just adapted the processes, workflows and screens to match the different requirements.”

The application was provided by Sunrise Software.