BMC Helix Remedyforce Success – A Customer Spotlight: Tisak

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    BMC Helix Remedyforce Success – A Customer Spotlight: Tisak




    The BMC Helix Remedyforce team is very pleased to announce a customer success story. Congratulations to Tisak Incorporated on being featured in this month’s newsletter! Thank you Damir Suban for collaborating on this article and to Tisak Incorporated for becoming a Remedyforce reference and sharing your case study.


    Tisak was established in 1972, is the leading Croatian retailer and leading national distributor of printed material, tobacco, and other commercial goods. Tisak is among the top 20 Croatian companies in sales volume and the only distributor that can deliver any product to any location in Croatia within 24 hours, 365 days a year.



    Tisak’s Remedyforce journey 

    Tisak started their usage of BMC products back in 2006 with BMC Service Desk Express. The decision to re-platform to Remedyforce was made because of the end of the life cycle for BMC Service Desk Express.  Tisak wanted to continue with BMC but part of the evaluation process in finding the right solution was a product that would be easy to manage, use, configure and met the value required to meet technical and security needs. After the live Remedyforce demo, it was decided it was the right fit for Tisak. Damir Suban of mStart led the implementation which started in September 2018 and ended in the May 2019 timeframe. When asked what do you see as the value in Remedyforce?  Damir stated:

    “With the ITIL-compliant processes, the quality of IT services is also increased, constantly being up-to-date with the latest software updates means less downtime of service desk application and making use of all the new features as soon as they become available. [Remedyforce] provides the ability to implement a broader scope of ITIL processes, besides the standard incident and asset management as well as mitigate security concerns and vulnerabilities.”


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    Value Realization


    Tisak is currently utilizing Incident Management and Request Fulfillment, Access Management, and Asset Management.

    Based off of Tisak’s BMC Helix Remedyforce usage, Damir explained:

    With an average number of 1800 incidents and 40 requests/month, Tisak Service Desk serves all its kiosks and internal business customers. It is a reliable and fast point of contact for all IT-related issues. As a result of high customer satisfaction, multiple ideas have been designed to spread the usage of Remedyforce to other non-IT departments."

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    What is next for Tisak Incorporated and BMC Helix Remedyforce?


    When asked what are you looking to do next in BMC Helix Remedyforce?  Damir stated:

    "Change Management, expansion to other non-IT requests, and possibly Knowledge Management Implementation. [Continue] Integrations with multiple third-party vendors and their service desk solutions, several integrations have already been made: SAP, Active Directory, custom web service for POS status (online, offline), other vendor ticketing solutions.”


    Congratulations to Tisak on being featured as this month’s customer spotlight and a special thank you to Damir Suban of mStart for all your hard work on this collaboration!


    If you're BMC Helix Remedyforce customer and have a success story to share and highlight to our community, please reach out to your Business Relationship Manager or contact us at


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