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BMC Customers Embrace BMC Helix to Transform their Service Experience

HOUSTON – June 18, 2019 – BMC,  a global leader in IT solutions for the digital enterprise, today announced several  of the world’s most progressive organizations – including The George Washington  University (GW), Advanced IT Services, and Quirónsalud – are using the BMC  Helix Cognitive Service Management offering to transform their service  management and accelerate their digital transformation initiatives.

The George  Washington University Delivers Next-Gen Cognitive Service Management with the  BMC Helix Solution
  With BMC  Helix, The George Washington University (GW) was able to transform their student experience.  GW leveraged the BMC Helix Chatbot capability to address two IT service support  needs: provide 24x7x365 support and reduce the number of routine calls service  desk agents handle to free up time for more complex issues. They were able to: 

  • Provide always  available assistance and access to knowledge to significantly improve the student  experience.
  • Experience an 11% case resolution  via chatbots.
  • Reduce case resolution time from  20 minutes to a few minutes through self-service resolution.

“BMC Helix Chatbot lets us deliver  on a top priority at GW: a compelling, modern interface that gives students  service anytime, anywhere, on any device,” said Donna Hill, Assistant Director of Service, Configuration, and  Continuity Management at GW.

Quirónsalud Doubles Customer Satisfaction with the BMC Helix ITSM  Suite of Solutions
  Prior to using BMC Helix, Spanish  healthcare services provider Quirónsalud’s processes and workflows were disparate and fragmented, which  led to various bottlenecks, management difficulties, and low user satisfaction  regarding the service desk. Using the BMC Helix solution, Quirónsalud was able  to:

  • Increase first call resolution by around 15-20% through self-service and knowledge management.
  • Reduce number  of calls by 50%.
  • Reduce case resolution time by 30% through  automated prioritization and self-routing tickets.

“With BMC Helix as the cornerstone  and the teamwork between our IT teams and suppliers, we have been able to  transform the support model for our over 40,000 employees,” said Sergio Alonso  Ludeña, Service Desk Manager at Quirónsalud. “We look forward to continuing to  automate the rest of our infrastructure and have already extended our scope to  other business units, including HR and procurement.”

Advanced  IT Services Selects the BMC Helix Solution to Standardize IT Service Delivery
  Business  software and services provider Advanced IT Services previously managed multiple  portals and service catalogs for both internal and external customers. The  company chose the BMC Helix solution to help create a single customer portal  that would increase automation and create agility. With the BMC Helix  solution, they will be able to accelerate innovation, control complexity,  simplify compliance, manage capacity, and provide end-to-end monitoring across  both cloud and non-cloud environments for its 16,000 customers and 2,200 employees.

“Businesses  today expect IT service and delivery to mirror consumer-like experiences that  are so widespread today,” said Christopher Northrop, Director of Product at  Advanced IT Services. “By using BMC Helix, we look forward to improving our  user experience to support greater customer retention and growth and change the  face and perception of IT to both internal and external customers.”

“It’s great to see our customers  like The George Washington University, Advanced IT Services, and Quirónsalud  transform their service management with BMC Helix,” said Nayaki Nayyar,  President, Digital Service and Operations Management at BMC.

To learn more about the BMC Helix  Cognitive Automation service management solutions, including new integrated  chatbot capabilities for the midmarket, visit www.bmc.com/helix.


About BMC
  BMC delivers software, services, and expertise to  help more than 10,000 customers, including 92% of the Forbes Global 100, meet  escalating digital demands and maximize IT innovation. From mainframe to mobile  to multi-cloud and beyond, our solutions empower enterprises of every size and  industry to run and reinvent their businesses with efficiency, security, and  momentum for the future.

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