Products

Products

BMC Remedy Customer Service and Support

To be successful, your enterprise needs a sustainable competitive advantage that makes you stand out as a top company with which to do business. Yet, with the rapidly changing pace of business today, it takes more than your products, promotions, or pricing to differentiate your company from competition. To find a sustainable advantage, you must develop customer loyalty, maintain a lower cost structure, and be consistently able to adapt to change faster than your competitors. You must regularly exceed customer expectations and manage service levels to ensure that commitments are met on time, every time. The Remedy Customer Service and Support product suite is built to do just that, providing multiple solutions to meet the varying requirements of service support.

FEATURE  Master Complex Customer Service White Paper More than a help desk for internal customers. Best-of-breed customer support for external customers. This white paper explores how you can maintain high-quality customer service and support, and also resolve problems associated with achieving this business goal in complex environments. It will also help you define the criteria that your solution must meet to give you a distinct advantage over your competition. Remedy Customer Service and Support from BMC Software. Advanced Thinking in Customer Service. Register for white paper.

The BMC Software Solution BMC Remedy Customer Service and Support enables you to consistently meet your business challenges. With the integrated applications in this suite, you can improve customer satisfaction and retention through the ability to consistently meet or exceed customer service expectations. You can also drive down service costs by improving service performance, streamlining internal business processes, increasing employee productivity, and reducing call volume through self-service options.  Finally, you can increase revenue through encouraging repeat purchases and identifying new product opportunities. All BMC Remedy Customer Service and Support applications are built upon the highly flexible and adaptable Remedy Action Request System, giving you the ability to adapt their robust, out-of-the-box, best practice functionality to meet the unique needs of your organization. By combining your own best practices with industry best practices—without extensive coding or expensive consultants—you can create a sustainable competitive advantage. BMC Remedy Customer Support enables you to consistently meet or exceed external customer expectations by combining rich functionality to track and resolve issues more quickly with the ability to seamlessly integrate with Quality Management and SLA Management. BMC Remedy Quality Management provides a structured mechanism to bring your back-end operational or engineering organizations closer to your customers, enabling you to prioritize customer issues, route them to appropriate resources, dynamically update priorities, and automatically update the customer on progress and outcomes. BMC Remedy Service Level Agreements for Customer Service and Support manages the range of service delivery processes, from defining internal or external service agreements and monitoring compliance, to collecting and analyzing performance data, addressing problem areas, and continually refining the services offered.