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Leading IT service provider manages 250% more users and maintains exceptional service delivery

250% increase

in users managed

21% increase

in call volumes handled

Zero impact

on SLA compliance

Business Challenge

Founded in 1988, Buchanan Technologies is experiencing rapid growth with over 850 employees as enterprises across the U.S. and Canada turn to this IT services leader for help desk and managed services. The company recently launched a transformational initiative to position itself to support growth and empower its customers to excel in the digital economy. The primary challenge in achieving the company’s transformational objectives was to maintain reliable service delivery throughout the transformation without a corresponding increase in IT resources.

BMC Solution

Buchanan Technologies is leveraging the functionality, integration, and scalability of BMC Helix ITSMTrueSight Operations Management, and BMC Helix Client Management to support its evolving digital service management strategy.

Business Impact

The BMC solutions are enabling the company to handle a rapidly growing number of end users and accommodate increasing ticket volumes while maintaining service quality.

  • The service management staff has managed a 250% increase in users and a 21% increase in call volumes while continuing to meet service level agreements.
  • Automatic ticket generation and operational IT analytics are accelerating problem reporting and resolution.
  • Smart IT mobile capabilities have increased support team productivity for the company and its customers.
  • Smart Reporting gives customers visibility into their environments, reducing the load on Buchanan’s support staff

“The BMC solutions provide a single point of reference with a seamless, consolidated view across our environment as well as customer environments. As a result, we can ensure that customer environments are as good as they can be today and that we constantly improve reliability and performance over time.”

— Darvey Lavender, Director of Business Information Systems, Buchanan Technologies

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