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Business Challenge
Because your customer support center represents the majority of the contact you have with customers, you must ensure that your customers’ experiences with that organization are positive ones. At the same time, you must also continually search for ways to reduce costs. How do you provide outstanding customer support while still managing or reducing support costs? Although it may seem like an impossible combination, a well-developed customer support operation can do just that.
Business Need
- Improve customer satisfaction and retention by consistently meeting or exceeding expectations
- Increase employee productivity by enabling them to consistently resolve issues quickly and reliably
- Reduce costs by increasing productivity, providing self-service, and improving 1st-call resolution
- Consolidate customer information from disparate enterprise systems into a usable format
Our Solution
With its Remedy Customer Support application, BMC enables you to consistently meet or exceed your external customers’ expectations. By combining rich functionality to track and resolve customer issues more quickly with the ability to seamlessly integrate to other applications within the suite—or to other enterprise systems within a company—Remedy Customer Support ensures that your representatives have the necessary information, and the requisite tools, to provide the level of service your customers deserve.
Key Features & Benefits
- Differentiates interactions from problems through integrated problem management functionality to ensure end-to-end problem resolution
- Includes productivity tools, such as a built-in knowledge base, email support, and search functionality, to help with quicker issue resolution
- Enables you to easily design and embed best practices into customer-facing interaction systems through flexible process modeling
- Provides self-service functionality that allows citizens to search a knowledge base, submit, update, or check issues, and access 24x7 support
- Uses entitlement and contract management to quickly validate service levels and ensure that service is delivered to meet agreed-upon expectations
- Categorizes incidents by reason code and problems by root cause to help with tracking, trending, and reporting
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Brochure
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BMC Business School Course Catalog
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BMC Educational Services
(pdf)
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Datasheet
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BMC Remedy Customer Support
(pdf)
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BMC Remedy Service Level Agreements for Customer Service and Support
(pdf)
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Success Story
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SecureInfo Success Story
(pdf)
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Illinois Century Network Provides Superior Support with BMC Remedy Solutions
(pdf)
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Optimis Uses BMC Remedy Customer Support to Guarantee Service Excellence
(pdf)
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White Paper
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Swing into Business Service Management - Seven Strategies
(pdf)
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