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Using Communities

3 Posts authored by: Helen Krizek-Yost Employee
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Please take a few minutes to share your thoughts on BMC Software, our products and much more by taking this survey.

 

mic-1418319_640.pngLet your voice be heard!

 

The survey should take less than 10 minutes of your time. Your previous survey feedback was extremely valuable to help us understand that the quality of our products, their value to your business, and prompt/effortless support are three of the most important success factors to you. We've worked hard on enhancing the same.

 

Here are some highlights of actions that we took in the last year to improve your experience with BMC:

 

  • Launched a new search engine on BMC Support Central, giving you better results from BMC's online content.
  • Implemented a new online case management and knowledge system to improve your support experience.
  • Improved access to BMC Communities with single sign-on. You now only need to remember one login and password.

 

 

 

The survey has been extended until November 8, 2016

 

 

Thank you!

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On October 18th you will have the chance to tell us how you feel about BMC and how we can improve by taking our semi-annual customer feedback survey.

 

Your feedback in previous surveys has highlighted that the quality of our products and prompt, easy-to-use support are the most important factors to you. We continue to focus on driving improvements to provide you with the best customer experience possible.

 

In response to that feedback, here are some highlights of actions that we took in the last year to improve your experience with BMC:

 

  • Launched a new search engine on BMC Support Central, giving you better results from BMC's online content.
  • Implemented a new online case management and knowledge system to improve your support experience.
  • Improved access to BMC Communities with single sign-on. You now only need to remember one login and password.
  • Created a new BMC customer orientation checklist accessed by going to http://bmc.com/new to help you quickly get up to speed as a new customer or with a new product.
  • Improved the performance of our download center (EPD) by a factor of 5.
  • Refreshed "how-to" video content on YouTube, improving branding, removing redundant videos and boosting the rate of video production. That has resulted in better search results, higher quality videos and more videos overall (100+ new videos uploaded since the survey).
  • Launched new product, industry, role and training pages to provide clearer and more personalized information.
  • Enhanced BMC Communities and Docs.bmc.com with a new 'liquid layout' making better use of user's full screen width and thereby improving legibility. Also added Communities sticky header and Docs guided tour.

 

The survey will be available on October 18th, please take the time to share your thoughts about our progress.

 

In the meantime, you can read here about BMC's growth, innovation and customer success. This article summarizes BMC's market performance, innovation & partnerships, customer successes and organizational highlights.

 

Server Automation Client Management Cloud Lifecycle Mgmt Control-M Discovery (ADDM) FootPrints Service Core Mainframes SolutionsMyIT Remedy AR System Remedy ITSM Remedyforce Track-It! TrueSight Capacity Optimization  TrueSight Infrastructure Mgmt

         

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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 Support Central 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.

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