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Cybera transforms service management with BMC Helix Remedyforce to win the Info Security 2019 Gold Award

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Overview

Headquartered in Franklin, Tennessee, Cybera provides a cloud-based network services platform for distributed businesses, such as retail, food services, healthcare, and financial services. These businesses depend on Cybera to deploy, secure, manage, and optimize new cloud-based applications and services for their customers. 

The Challenge

To meet rapid growth challenges, Cybera needed to upgrade from manual, reactive, and inefficient service management processes. To handle over 100,000 tickets per year, requirements included eliminating manual work to save time, gaining smart insights for proactive decision making, and improving both customer satisfaction and ability to scale. The company needed a significant digital transformation, and its legacy system was no longer a viable option.

The Choice

Cybera chose BMC Helix Remedyforce because of its ease of implementation and integration, and because it runs on Salesforce. Cybera’s BMC Helix Remedyforce implementation was fast and easy, and it provided all the capabilities the organization required, straight out of the box. The service desk team is now using all BMC Helix Remedyforce components including incident, change, asset, knowledge, release, service request/service level management, self-service portal, surveys, dashboards, and reporting.

The Results

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

“I don’t know where we’d be today if we weren’t on the BMC Helix Remedyforce platform.”

— Brian Katsetos, Director of Support Services, L1 and L2, Cybera

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