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CUSTOMER SUCCESS: IT Service Leader Lumen21 Improves Service, User Satisfaction with BMC Software ITSM SaaS Solution(ENP Newswire Via Acquire Media NewsEdge) ENP Newswire - 18 May 2011 Release date- 17052011 - HOUSTON - Lumen21, a leading provider of infrastructure services, managed services and application development, improved service delivery to its customers with BMC Software's (NASDAQ: BMC) SaaS Remedyforce Service Desk solution. As a company that sells services in the cloud, Lumen 21 sees SaaS as a way to tap the power of a variety of IT services without the burden of maintaining and supporting the infrastructure, freeing up resources for other critical needs. When Lumen21 needed to replace its outdated incident tracking tool with a comprehensive service desk solution, the IT staff considered not only on-premise solutions but also cloud-based offerings such as BMC's Remedyforce Service Desk solution. Replacing its old system with the Remedyforce solution enabled Lumen21's IT staff to improve efficiency in handling issues, requests and IT change. The benefits were clear: a 20 percent improvement in customer satisfaction and a 30 percent increase in support team productivity within the first six months of implementation. 'A cloud-based solution made more sense for us economically than an on-premise solution because we could get up and running quickly while minimizing maintenance and capital costs,' said Ed Don, Lumen21 CEO. 'Cloud also allows remote access from anywhere for our support people and our clients.' Prior to implementing Remedyforce, client incidents and requests were handled through the call center. Within two weeks of implementation, clients could choose to submit tickets through a self-service portal, giving Lumen21 the flexibility to be more responsive to client needs, working with both internal and external clients in the way that makes the most sense for them. 'Since implementing Remedyforce Service Desk, our ability to coordinate and orchestrate within the organization has taken a large leap forward, and that has contributed greatly to how quickly and accurately we can resolve issues,' Don said. 'The impact of that greater speed and accuracy is higher customer satisfaction.' By automating tasks that previously involved considerable manual effort, Remedyforce enabled Lumen21's IT staff to accommodate an expanding workload due to business growth without a corresponding increase in headcount, while also improving customer satisfaction through the addition of the self-service portal and more effective communication. Based on the measurable results, Lumen21 is excited to continue expanding its use of the SaaS delivery model. 'We view being an early adopter of Remedyforce as a positive,' said Don. 'It has allowed us to get to where we wanted to go sooner.' Business Runs on IT. IT Runs on BMC Software. Business thrives when IT runs smarter, faster and stronger. That's why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended March 31, 2011, BMC revenue was approximately $2.1 billion. Public Relations Contacts: Jennifer Brenner Phone: 1 713 918 2421 [email protected] Brad Hem Phone: 1 281 543 0669 [email protected] [Editorial queries for this story should be sent to [email protected]] ((Comments on this story may be sent to [email protected])) (c) 2011 Electronic News Publishing - |