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Executive Summary

A familiar presence on high streets around the UK and Ireland, Vision Express has firmly built the reputation of its optical business around the quality of its customer service. In order to keep its promises, the retailer has always had to maintain high standards for its internal processes, hence the IT service transformation project which it initiated two years ago. Central to the project was the implementation of service management software Sostenuto by Sunrise across the IT function as well as other areas of the business. Sostenuto was deployed across the different parts of the IT team, enabling the store support and desktop services teams to manage queries from the 319 stores, head office, warehouse and central laboratory staff.

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