Vision Express has significantly improved its service level agreements after implementing a new IT service management system.

Last year the retailer implemented the Sostenuto system from supplier Sunrise Software, to help make sure its IT can support the one hour service for new glasses that it offers to customers. The system implementation was part of a two-year IT transformation at the company. As a result, the IT department is hitting its SLAs 96 per cent of the time, up from 87 per cent.

The service management system also helps manage non-IT processes at the company, including stores tracking third party products on order such as frames for glasses. It is used by head office staff as well as at 319 stores across the country.

Louise Smith, desktop services manager, said: “Each store has up to five dispensing machines and one lab machine, which, across 319 branches, can be a challenge to keep track of. Sostenuto’s associations function allows us to link stores to specific configuration items, and deal with calls a lot faster.”

Some 92 per cent of staff at Vision Express now rate the IT helpdesk highly as at least four out of five. The company said the system has improved its efficiency, as well as enabling it to track workloads and resourcing more closely.

The company is also conducting a change management project for development in its SAP and point of sale environments.