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My name is Tina Vega and I am a Senior Business Relationship Manager at BMC. I have been working with Brooks Rehabilitation Hospital since they purchased BMC Helix Remedyforce in October, 2018. We are pleased to announce their successful go live! 

 

 

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At Brooks Rehabilitation Hospital, they are dedicated to offering the most advanced therapies for all their patients. Their commitment is to provide customers with the best care possible which is exemplified by the depth and breadth of programs and services that they offer.

 

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Brooks Rehabilitation Hospital Implementation Requirements

Brooks Rehabilitation Hospital did their homework and after evaluating other ITSM Solutions, the Remedyforce product was chosen as their helpdesk solution. They had the following items prepared prior to implementation ensuring they received what was needed for their business organization -

  • Categories
  • Rules and processes
  • Folder and groups
  • Workflows
  • SLA guidelines

 

Once these items were put in the proper format a premier partner, RightStar Systems Incorporated, easily added their users into the sandbox and they were able to go directly into testing. Tina mentioned, “We really struggled with our former solution as it was not easy to navigate, we had hundreds of tickets due to duplication or simply because they were assigned and never addressed. Reporting was difficult and inaccurate. We performed an internal Service Desk Assessment and Survey with our entire IT department; the results were unanimous -

  • The solution needed to follow some of the ITIL standards and processes
  • We needed to be able to provide real statistics and metrics for both the staff and our customers
  • We needed to simplify our categories to allow accurate reporting


We went live with Remedy Force Monday January 7th, 2019. The staff were absolutely thrilled, the application was easy and intuitive to use
.”

In addition, Brooks Rehabilitation Hospital has noticed they average approximately 1000 incidents a month. While using BMC Helix Remedyforce, they are already seeing tickets being routed accurately and are better able to focus their attention on their customers.

 

Value Realization

One of the key factors to the success of this sizable project was realizing how customer satisfaction has increased since using BMC Helix Remedyforce. Tina explained, “The customer satisfaction survey is quick and simple to access, we have had fantastic feedback from our clients. Also, the few times that we have received any negative feedback, we were actually able to follow up with the customer and perform a little service recovery, as well as gather details and properly address the issue internally to correct and prevent these type issue moving forward. As well as, our first call resolution went from 41.3% in Jan to 61.3%. In Feb, I believe this is related to our new knowledgebase that allows for faster resolution to issues, I am certain this number will continue to increase as we expand our Knowledgebase.”

When asked what do you see as the value in Remedyforce? Tina stated, "After going live, our Support Staff were able to find existing tickets, see their own statistics and receive notifications if they were about to miss an SLA. By the 2nd month of use we were meeting 78% of our SLA’s. That doesn’t sound like much, but for staff that had never been required to manage to Service Level Agreements and an IT organization that is very immature in the ITIL governance, this was a very positive start. The staff is now learning to understand incident, problem and change management, we are all learning to speak the same language when it comes to tickets, issues and solutions. I’m very excited to see what the next 90 days will bring."

Brooks Rehabilitation Hospital users have easily adopted BMC Helix Remedyforce very quickly and seem to be enjoying the capabilities it provides that had not been available in their previous system. A common theme is that BMC Helix Remedyforce is intuitive, and provides many new capabilities that Brooks Rehabilitation Hospital did not have before.

 

A picture is worth a thousand words, just take a look at their Value Timeline:

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What is next for Brooks Rehabilitation Hospital?


When asked what are you looking to do next in BMC Helix Remedyforce? Tina stated, "We are looking at Asset Management and IT Procurement for upcoming 2019 projects and looking to the future for next year, we would like to enable Cisco VoIP integration. As well as, it was a pleasure working with the teams from both BMC and RightStar, we were easily able to engage our contacts with a simple email when needed and normally resolved the issues or answered the questions in a single phone call, this implementation was almost too easy and was 100% on time. We killed it!"

 

It is absolutely fabulous to hear when a customer is live with the product, see the value they have with BMC Helix Remedyforce and hear the enthusiasm in their voice when they speak about the product. Way to go Tina Potts, Brian Havey, Larry Glass and on behalf of the entire BMC Helix Remedyforce team, CONGRATULATIONS!

 

Thank you Tina Potts for collaborating on this article and to Brooks Rehabilitation Hospital for becoming a BMC Helix Remedyforce reference and sharing your case study!

 

If you're a BMC Helix 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.