BMC’s Remedy Enables Leading UK Digital Communications Company, O2, to Transform its End-to-End Service Delivery for More than 25 Million Customers and Employees
Service support solution from BMC enables 02 to be the UK's most trusted provider of digital experiences
HOUSTON — March 21, 2016 — BMC, the global leader in software solutions for IT, today announced that O2, the UK subsidiary of Telefónica, is leveraging the power of BMC's Remedy solution to deliver exceptional digital experiences to its 25 million customers and around 7,500 employees.
2015 was a watershed year, with more people on the planet accessing the Internet from their smartphone than any other device. Mobile data use on O2's network in the UK grew more than 100 percent, as smartphones became the "remote control" for life. With mobile becoming such an essential part of customer's lives their expectations of service are growing equally fast.
O2 became the second organization in the world to have been accredited with five stars by the Service Desk Institute in 2014 and has been ranked the number one mobile operator for customer satisfaction by UK communications regulator, Ofcom, for the seventh year running.* To maintain these accolades and to meet the growing expectations on customer's demand for mobile data, O2 realized it needed a best-in-class service management solution to ensure it delivered on its commitments to customers.
For O2, Remedy is the engine behind its service for more than 25 million customers in the UK enabling higher productivity and faster problem resolution meeting the needs of its employees and partners through 375,000 internal cases and 200,000 help desk tickets a year. Remedy is at the heart of O2's brilliant service delivery as it enables O2 an end-to-end view of the service lifecycle to stringently record and manage 100,000 change requests a year without adversely impacting the customers' service experience.
"Our customers have an emotional connection with us through technology, and they expect their services to be available 24 hours a day 365 days a year," said Paul Pattinson, head of Service Management for O2. "Remedy ensures we keep our customers informed at all times. Enabling millions of service interactions with customers, Remedy allows us to orchestrate communications and helps us to achieve our aim of being the most trusted provider of digital experiences in the UK."
O2 is a key supplier to the Smart Energy program in the UK. Under the Smart Metering Infrastructure Program, O2 will be responsible for connecting up to 23 million communication hubs. Remedy will be used to maintain asset registration and management of all services for the project. Remedy is uniquely situated for this project because of its reliability and scale.
"O2 is an expert in delivering amazing digital experiences on the go whether it's watching football matches, shopping online or downloading songs and videos," said Robin Purohit, group president of BMC's Enterprise Solution Organization. "Remedy provides IT with the tools, scalability, and agility they need to keep up with customer's expectations as the demand for digital mobile services skyrockets."
To learn more about BMC's Remedy for service support visit http://www.bmc.com/it-solutions/remedy-itsm.html.
BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management set of IT solutions is designed to make digital business fast, seamless, and optimized. From mainframe to mobile to cloud and beyond, we pair high-speed digital innovation with robust IT industrialization—allowing our customers to provide intuitive user experiences with optimized performance, cost, compliance, and productivity. BMC solutions serve more than 10,000 customers worldwide including 82 percent of the Fortune 500.
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