Overview
Founded in 1972, Euromonitor International is the world’s leading independent provider of strategic market intelligence and research. The company’s 30-member support team provides tech and product support to employees for desktop services and business applications. The team also provides technical support to customers using the Euromonitor platform.
The Challenge
While Euromonitor had been running its service desk on premises, the company’s efforts to maintain the balance of providing accurate, thorough information in a timely manner led Euromonitor IT to pursue the scalable, more easily managed capabilities of cloud for its growing service desk needs. To accommodate business growth while still allocating resources effectively, the IT group wanted to adopt industry-standard practices aligned with the fundamentals of ITIL® for better change and incident management. They sought a service management solution that met Euromonitor’s existing needs and that could scale with its growth to provide the structure for their ongoing digital transformation efforts.
The Solution
The Euromonitor International team chose BMC Helix Remedyforce as its service desk solution for its right-size capabilities and future-proof functionality. The solution’s integration with Salesforce was a key factor in the decision as Euromonitor was already a Salesforce customer and BMC Helix Remedyforce further extends Salesforce capabilities. The Euromonitor sales team benefits by being able to see directly which of their clients have logged tickets and then respond quickly. Because BMC Helix Remedyforce was designed around ITIL® practices, Euromonitor IT can approach service improvements with a clear, complete, iterative process that can be applied to each project (incident management planning improvements, service requests, etc.) as the need arises.
The Results
The visibility BMC Helix Remedyforce offers Euromonitor’s dispersed teams has enabled faster workflows, consistent service, comprehensive management and reporting, and more effective customer interactions.
- Scalability has allowed IT to accommodate ongoing improvements without seeking additional funding or buy-in from stakeholders.
- Assistance from the BMC services team has proven invaluable, saving the team time and money in recommendations and bespoke advice.
- Euromonitor IT serves both internal and external customers with the same ticketing system, allowing issues to be routed appropriately for faster fixes and improved user satisfaction, and allowing Euromonitor to respond strategically to urgent or frequent product issues from customers.
Because we’ve got BMC Helix Remedyforce in place, we can deal with day-to-day activities more reliably and focus resources on high-value projects.
— Simon Eldon, Head of Support, Euromonitor International