The Remedyforce team loves any excuse to celebrate and go-live celebrations are our favorite! Congratulations to XpoDigital on their Remedyforce go-live!
XpoNet Corporation has been in the event technology space for more than 20 years, delivering some of the first Internet circuits to technology customers. They can provide the network and support at some of the largest convention hotels in Florida and provide the network and support to some of the largest technologically advanced events in the business. XpoDigital is a subdivision of XpoNet Corporation. XpoDigital is a provider of Digital Signage options in the hospitality and convention markets.
Remedyforce Customer Success Manager Tina Vega has been working closely with Bill Gamble at XpoDigital since September, 2017. In their first “Welcome to Remedyforce” meeting, as the Operations Manager for XpoDigital, Bill established a key success metric to immediately begin realizing the value from Remedyforce. Tina provided him with helpful enablement resources to get steered in the right direction as well as to ensure Bill had a great experience with his Remedyforce implementation partner.
In only 4 months’ time, Bill and his team went live with Remedyforce in January of 2018! Check out their service value timeline so far!
Remedyforce was configured to enable Incident Management and Service Request Management. Bill and his team also wanted to establish a service delivery multi-channel and so they also launched their Self-Service Portal for their customers. The staff currently handles approximately 150 incidents a month, and about 200 service requests a month. When asked, “Have you noticed any positive changes or efficiencies since you implemented Remedyforce?” Bill responded, “The team is having an easier time keeping up on trouble issues and requests. The reports are beneficial also. We are finding Remedyforce a great place to house our how-to’s, corporate documents, and any other items that were previously held in multiple places.” Other improvements with Remedyforce Bill mentioned, “Our time to close issues has increased and in turn customer satisfaction has increased. Plus, we no longer have issues with keeping up with the status of a ticket, or what has been done to address an issue to date.”
Looking towards the future XpoDigital would like to add surveys to their tickets as they move forward and work towards implementing a more robust self-service configuration for their end users. Remedyforce can completely provide them with what they need.
It is fantastic to hear a customer is not only live with the product but that the Service Desk staff is happier and expected efficiencies are being realized!
On behalf of the entire Remedyforce team, CONGRATULATIONS!
If you're a Remedyforce customer and have a great success story to share and highlight to our community, please don't hesitate to reach out to your Business Relationship Manager or contact us at RemedyforceSuccess@bmc.com.