BMC Helix Remedyforce: Customer Success Spotlights

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    Our BMC Helix Remedyforce customers are integral to our success as an ITSM solution.  We have created a centralized place to showcase our reference customer's success stories and share their journeys so it may inspire ideas for user adoption and conversations with our Business Relationship Management team. Our goal is to help you get the most out of your solution. Enjoy from our entire Remedyforce organization!

     

     

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    “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."  Read more here:  BMC Helix Remedyforce Success – A Customer Spotlight: Tisak
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    Thinking outside of the box for business use case solutions

    During this unprecedented time, with the college looking to semi reopen, SUNY Schenectady County Community College needed a method to electronically track people in and out of the building.  Using BMC Helix Remedyforce in an innovative way Jeff found he could use the solution to assist with the schools COVID screening process.  Read more here: 

    BMC Helix Remedyforce: Create entry screening questionnaire in Self Service due to COVID

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    Global wine and spirit producer Pernod Ricard offers one of the most comprehensive brand portfolios in the industry. While Pernod Ricard’s focus on allowing individual markets to cater to their base of consumers demonstrates the company’s commitment to its customers—it also results in challenges for IT. The company’s IT staff of 600 people supports the company’s 19,000 employees across 86 affiliate locations and its responsibility includes several global data centers.  Read more here:Pernod Ricard unifies its global business with BMC

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    With BMC Helix Remedyforce, Aspect Software is benefiting from automated processes and integrations that boost efficiency and productivity:

    • Natural process flows engage the right teams to accelerate incident and problem resolution
    • Alert consolidation has reduced noise by 55%, focusing attention only on the critical alerts
    • Efficient alert management, detailed reporting, immediate incident status, automated updates to customers, and integration with messaging and notifications continually save hours of staff time

    Read more here: Aspect software delivers exceptional user experience with BMC Helix Remedyforce

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    Cybera’s digital transformation has earned the company a gold ranking in the 2019 Info Security Product Guide’s Global Excellence Awards. Since deploying BMC Helix Remedyforce, Cybera is now seeing tremendous business value:

     

    • Successful shift from reactive to proactive service management with adoption across multiple lines of business as well as customers
    • Quick and easy to access to information with dashboarding and reporting capabilities
    • Increased customer satisfaction and reliability with minimal disruptions to the customers’ service
    • Best practices built-in with ITIL® capabilities

    Read more here: Customer Stories / Cybera

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    Evergreen School District 114, one of the largest school districts in Washington State. They have been using Helix Remedyforce to support their students and faculty since 2014.  The Evergreen team relies on Helix Remedyforce to help support multiple departments and they continue to grow and evolve their growing business needs.  Evergreen not only uses BMC Helix Remedyforce to support its schools, but also as a learning platform. 

    Read more here: Remedyforce Success - A Customer Spotlight: Evergreen School District

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    “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
    .” 

    Read more here: BMC Helix Remedyforce Success – A Customer Spotlight: Brooks Rehabilitation Hospital

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    When asked about their initial value realization, Jessica stated, “We needed a fresh start at how we looked at managing internal requests, and Remedyforce gave us the IT specific tools we needed AND the flexibility to expand beyond IT in the future.  There is a lot of excitement at INTRUST both around what we’ve achieved and what we have planned for the future.”  Jerry went on to say, “The flexibility and scalability of the services offered in Remedyforce will allow INTRUST to create a better experience for both internal and external customers.  This tool has allowed INTRUST to re-imagine existing processes and be agile enough to allow for continued modifications to these processes to deliver a better customer service experience." 

    Read more here: Remedyforce Success - Customer Spotlight:  INTRUST Bank NA

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    "We had a few goals we wanted to archive with a new service desk tool, being ITIL, Reporting and enable self-service. We are currently going on a journey of digital transformation in the Hospital and felt it was vital to get IT working in a paperless environment but accessible, and this why we partnered with Remedyforce." 

    Read more here: Remedyforce Success – A Customer Spotlight: Hermitage Medical Clinic

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    City of Hope enabled the Smart Suggestions feature so the Smart Suggestions pane slides out when clients enter data in any of these three fields: Description, Category, or Service. Based on the data that the client enters, Smart Suggestions show the relevant information in the following sections and in the order that they were configured to be displayed:

     

    • Self Help Articles (Knowledge Articles)
    • Common Tickets
    • Service Requests
    • Broadcasts

    Read more here: Remedyforce Success - City of Hope Promotes their Self-Help Model with Self-Service 3.0 and Smart Suggestions

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    Cameron and his team have immediately begun to realize value from Remedyforce. “In utilizing Remedyforce, we are now resolving 40% more tickets per day compared to Track-It! due to faster and easier interface and workflow.”

     

    Also, when communicating with clients their initial contact has increased by 20%. Remedyforce has even enabled the ServiceDesk Staff to respond using the Self-Service Portal, a first for Lander & Rogers! Since using Remedyforce to track incidents via the Self-Service Portal, customer satisfaction has increased and it shows. Read more here: Remedyforce Success - A Customer Spotlight: Lander & Rogers

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    With the BMC solutions, IT keeps systems that directly impact patients constantly running at peak performance, so network members can deliver on their shared vision of improving patient outcomes and quality of life.

    • With best practices and automation, IT supports an increasingly diverse technology environment, and a customer base that has grown over 33 percent in two years.
    • Visibility into IT assets and their relationships to critical systems speeds incident resolution and accelerates the approval and rollout of changes.
    • Problem management is slashing the number of recurring incidents, reducing incident volumes, and minimizing the risk of service disruption for physicians and their patients.

    Read more here:

    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 RemedyforceSuccess@bmc.com.