
Last Fall, many of you participated in our BMC Customer Survey, which we run twice per year to gather feedback on BMC and how we can improve. In a few weeks, we’ll be conducting the survey again but wanted to provide you with some highlights and improvements since last October.
Your feedback highlighted that the quality of our products, their value to your business, and prompt and effortless support are three of the most important factors to you. We have improved in all three of these areas over the past year, and we will continue to focus on driving improvements to provide you with the best customer experience possible.
Below are some examples of areas where we have already started to take action on your survey feedback:
- Adding more 'how to' videos and detailed, real-world best practices for using our products to our technical documentation. In 2015, over 200 new videos were created.
- Improvements to the 'Request for Enhancement' / Ideas process, including a BMC response to all ideas submitted, new stage names to clearly indicate where an idea is in the process, and commitment from Product Management to provide an active response to the top 15% of Ideas as part of release planning.
- Un-gated technical product documentation to make it easier to find and use.
- Launched a new personalized homepage with improved issue management and a best in class search engine.
- Implementation of dispatch swarming in our support department has led to a 50% reduction in Median Days to Close for Remedy support issues.
- Security landing page on BMC.com provides a central hub to monitor security alerts, impacted BMC products, and remediation.
- Improved browser compatibility across our websites and web applications.
- New 'contact-us' pages that are easier to find and use.
- Improved single sign-on across our websites and web applications.
- Google site search integrated into BMC.com giving customers results from Communities, Docs.bmc.com, blogs and BMC.com in a Google format.
If you participated in our survey last fall, we would like to thank you for your time. It is critical for our success to measure which of our initiatives have brought about positive change and also identify areas of further improvement.
Please comment on how these actions have helped your business.
The survey will be available again next month, please take the time to share your thoughts on our progress.