Lennox International, a manufacturer of heating, ventilation and air conditioning (HVAC) equipment, has selected the BMC Remedy Service Desk 7 solution from Aeroprise (News - Alert) Mobility to enhance the capabilities of BlackBerry devices used by its field technicians.

 

BMC Remedy Service Desk 7 is an automated incident and problem workflow application. Aeroprise Mobility will expand the help desk solution to field-based IT workers, who access the system and manage trouble tickets on BlackBerry (News - Alert) smartphones from Research In Motion (RIM). Aeroprise Mobility is the only solution that automatically inherits and updates BMC Remedy workflow on handheld devices.

 

Lennox International has 15,000 employees worldwide. LII was looking for a solution that will centralize case management and empower field staff to respond to and resolve IT issues faster and more effectively.

 

"We needed a centralized reporting structure and a mobility solution that provided the same service and support capabilities in the field as are available in the office,” said Carolyn Hollingsworth, IT director at Lennox International.

 

Hollingsworth went on: “Aeroprise Mobility for BMC Remedy allows us to respond quicker and solve cases faster, thereby improving factory uptime and customer service. We are now managing increased case volume without additional service technician resources, and SLA compliance is up from 85 percent to almost 95 percent after just three months."

 

LII consolidated North American support for a dozen factories in BMC Remedy Service Desk, and selected Aeroprise Mobility to extend the application to BlackBerry smartphones carried by IT field staff. Deployed in less than a week, Aeroprise Mobility required no additional programming or changes to the back-end system and instantly configures content for any handheld device. Mobile technicians at LII now receive, update, reassign, search and create new trouble tickets and asset records on their BlackBerry smartphones.

 

Service updates remotely filed by support technicians are automatically mirrored in the back-end system. Users can personalize Aeroprise Mobility through a Web-based console to determine which BMC Remedy features they want to mobilize, including fields, alerts and rules. Aeroprise Mobility also integrates into LII Service Level Agreements (SLAs), so that technicians can manage project workloads against required response times.

 

"We are exsaid to partner with BMC Software (News - Alert) to deliver this ROI-packed solution to Lennox International," said Robert Otto, vice president of sales at Aeroprise. "Growing companies always experience increased IT workloads. Too many attempt to solve the problem by adding headcount rather than adopting solutions that improve the productivity of existing personnel, and that leverage already deployed hardware and software systems."