Contracts & Collaborations
Intershop helps to ‘Save Nature while shopping’ with Wildlife Charity
• The RSPB’s shopping website has been relaunched using a new cloud-based e-commerce platform designed by Intershop.
• The seamless integrated design aims to create an engaging and intuitive experience for visitors to the site.
• The combination of Microsoft Azure Cloud, with a flexible web shop, aims to set the stage for future growth.
Intershop Communications AG, the leading independent provider of innovative omnichannel commerce solutions, supports the Royal Society for the Protection of Birds (RSPB) with a web shop running on Microsoft Azure. This cloud-based e-commerce solution has been designed
to offer a fully integrated digital shopping experience to sell RSPB products online. The original shopping website had been in operation since 2012 – since then website technology and customer expectations had moved on. The old site was struggling to handle peaks in customer visits and no longer supported new features. The new webshop is more advanced and the cloud operation system ensures that peak shopping times will be supported
and performance is not hindered. The design has also been brought in line with the main RSPB site to create a seamless customer journey for those members and customers moving between the two sites. Search functionality and navigation has been improved
to make it easier for customers to find what they’re looking for. The new site is also mobile-responsive, recognising the browsing device (desktop, tablet or mobile) to ensure a positive user experience regardless of which platform they use. Markus Klahn, COO of Intershop: “The flexibility of Intershop´s solution portfolio, being in the market for more than two and a half decades, has resulted in a tremendously varied range of case studies. This project here, however, is certainly outstanding in its mission and offering. We are proud to support the RSPB with our technology, and are confident to see it meeting the high expectations set. The results will be of benefit beyond conventional commercial standards.” Liz Brown, Ecommerce and Marketing Manager of RSPB
adds: “We are extremely excited about this collaboration with Intershop and the launch of our new site. We hope that this smoother customer journey encourages people to stay longer on our site, learning more about our projects and supporting the vital work that we do. We are pleased with the results we are seeing already.”
Tendring District Council meets changing local
government needs with Sunrise Software Essex-based council successfully brings technical services in-house and supports IT transformation with Sunrise ITSM
Sunrise Software, a leading supplier of IT service management (ITSM) software, today announced that Tendring District Council in Essex is using Sunrise ITSM to support its staff and underpin IT transformation. The council provides a full range of services to 145,000 residents in the north east of Essex. Covering rural districts, the holiday resorts of Clacton, Frinton and Walton, along with the port of Harwich, its population grows significantly in the summer due to tourism. The service desk supports over 750 staff, including 60 councillors, located across 20 sites. Tendring DC implemented Sunrise ITSM when returning
to an in-house delivery model, after outsourcing IT services for 23 years. Following a full tender process, it selected Sunrise ITSM for three main reasons – a close fit with the council’s requirements, the fact that the solution delivered value for money, and that it provided a cost-effective way to expand as needs grew. Additionally, Tendring had worked with Sunrise previously, when running IT services in-house and during the first ten years of its outsourcing contracts. Using Sunrise provides Tendring Council with a platform for
the future. The past three years have been extremely busy for the council, with enormous change, including an organisation- wide Transformation Programme. Key elements of this have been office rationalisation, customer service channel shift
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and greater investment in IT, including the implementation of new unified messaging services via Skype for Business and supporting greater mobile and remote working. An effective IT service desk is key to underpinning this transformation. “We see the service desk as IT’s shop window, as it can
often be the only direct contact that end-users have with our team,” said Judy Barker, Information Governance & IT Services Manager, Tendring District Council. “We therefore wanted to provide an efficient, effective and proactive service when we moved back to an in-house model. Sunrise enables us to successfully deliver a good quality of service to our customers, helping the council to achieve its objectives and in turn deliver the best possible service to Tendring’s citizens and visitors.” The council now benefits from a full IT service management platform to support its councillors and staff. As well as handling service desk queries, the 2-level support team provides staff with the ability to raise security concerns and incidents. It receives around 35 incoming calls per day, logged by telephone, email and face-to-face channels. The team is trained to carry out around 20 types of first line fixes, as well as being able to assign more complex queries to two different teams for resolution. Overall, the service desk team, councillors and staff are extremely happy with the solution.
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