|[February 27, 2013]
CUSTOMER SUCCESS: U.S. Navy Simplifies Service Desk Access and Leverages Analytics with BMC Software
HOUSTON --(Business Wire)--
NAVY 311 provides sailors, families and the military community with
on-demand information and assistance for non-emergency, non-tactical
issues across systems, equipment, medical, personnel, logistics,
installations and other areas.
To enable access to the expansive fleet support network via a single
customer service entry point, the Navy needed robust and scalable IT
service management software to reliably handle high-volume
interactions and diverse situations from around the world.
The U.S. Navy selected the BMC
Remedy IT Service Management Suite from BMC Software (News - Alert) (NASDAQ: BMC).
This product offers the most comprehensive and scalable solution,
resulting in better service at a lower cost. Remedy can operate
out-of-the-box with no need to customize any code.
The BMC Remedy IT Service Management Suite provides NAVY 311 with a
single software solution that is centrally managed but de-centrally
implemented within the network of fleet support providers. These support
groups can take advantage of volume discounts, thereby reducing overall
costs for the larger Navy enterprise.
In addition, the dashboards and analytics enabled by the BMC Remedy
software provide business intelligence that gives the Navy broader
visibility into recurring issues so leadership can make improved
resource decisions. Analytics also offer the capability to "push"
critical information to fleet customers in anticipation of planned
maintenance and/or operations.
The U.S. Navy needed an enterprise-level business solution that
simplified Sailor non-emergency interaction across individual Navy
contact centers and provided modern data collection and mining
The U.S. Navy deployed the BMC Remedy IT Service Management Suite,
including incident management and service request management, as well as
dashboards and analytics. This provided a Customer Relationship
Management (CRM) capability that helped unify dozens of different Navy
call centers and supports a modern approach to data collection and
By implementing the BMC Remedy IT Service Management Suite, the U.S.
Navy achieved important benefits. The organization:
Simplified and standardized service request management, thereby
gaining economies of scale and reducing costs
Achieved faster response times to meet an extremely diverse set of
Captured and aggregated transaction data across the Sources of Support
network to better understand fleet issues and support needs
Implemented data-driven decision making with the ability to uncover
trends and eliminate recurring problems
For more information on the U.S. Navy's implementation and the BMC
Remedy IT Service Management Suite, please:
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