SecureInfo Selects Remedy Customer Service and Support Solutions to Ensure Superior Customer Service
October 06 2004 - 9:05AM
PR Newswire (US)
SecureInfo Selects Remedy Customer Service and Support Solutions to
Ensure Superior Customer Service Better Insight into Customer
Interactions and Automated Business Processes Elevates Customer
Demands Across Entire Organization HOUSTON, Oct. 6
/PRNewswire-FirstCall/ -- BMC Software (NYSE:BMC) today announced
that SecureInfo Corporation, a recognized leader in delivering
enterprise information security solutions, has deployed its
Remedy(R) Customer Service and Support solution to manage its
externally facing call center. Remedy Customer Support, a component
of the Remedy Customer Service and Support suite from BMC Software,
allows SecureInfo to align people, processes, and technology to
improve service levels, evaluate performance, and reduce costs.
With Remedy Customer Service and Support, SecureInfo has increased
customer satisfaction through more effective problem escalation and
resolution. "The need for cyber-security continues to grow and has
fueled the demand from both government and commercial sectors for
SecureInfo products," said Kevin Morgan, Director of Customer
Support at SecureInfo. "SecureInfo turned to Remedy to provide the
customer support infrastructure to meet our growing customer base."
As SecureInfo's business demand has grown, so has the need to
provide top-notch customer support. An in-house developed
application initially met the needs of the customer support team,
but SecureInfo soon outgrew the application. SecureInfo wanted a
new solution that provided a clear picture of customers, product
issues, enhancement requests, and other internal business
processes. The solution also needed to be deployed quickly, and had
to be flexible enough to be modified as the company's needs
changed. SecureInfo selected Remedy Customer Support, which
utilizes the Remedy expertise in optimized workflow, advanced
tracking, user notification, incident escalation, and other
functions to provide companies with world-class, multi-channel
customer interaction management software, to help them increase
customer satisfaction while managing costs. SecureInfo leveraged
the application's out-of-the-box best practice customer support
processes and built-in escalation models to quickly deploy the
solution. The SecureInfo implementation took less than three
months. Remedy Customer Service and Support has enabled SecureInfo
to automate escalations based on business information by using
business-specific information to populate the built-in knowledge
base. This promotes quicker resolution of customer issues and
increases staff productivity. Now, SecureInfo can accurately search
and view customer interaction histories. Using Remedy Customer
Support also enables customer issues, questions, and requests for
enhancements to be introduced into the product development cycle.
Remedy Customer Support provides product managers and engineers
with real customer input to use when creating the next round of
products and services. "Having one place to go for all the customer
information is a huge benefit for us," states Morgan. "We get a
better overall picture of what customers are asking about, and we
can pass that information on to the developers to make sure that
the product has the next level of features that customers want." As
SecureInfo's business needs have grown, the company has expanded
their Remedy implementation to build custom applications on Action
Request System(R) (AR System(R)), the underlying platform to Remedy
Customer Support. For example, SecureInfo has built a custom order
management application on AR System. When an order is received, a
set of automated processes initiate fulfillment of the order. This
order management system is integrated with the Remedy Customer
Support database. "The ability to modify AR System and add custom
applications is critical fur us as our business changes and grows,"
adds Morgan. "The flexibility of Remedy technology is the main
reason I wanted to implement it here. You can do practically
anything with AR System." SecureInfo plans to continue to leverage
Remedy solutions to build customer and executive satisfaction with
the company's customer support operations. Next, the company will
implement Remedy Flashboards(R) for its management executives. The
visual representation of historical and real-time metrics from
Flashboards will provide SecureInfo's executives with the
visibility that they need to quickly change business processes to
meet the needs of their growing customer base. In addition, the
company is in the process of developing customer surveys to be
automatically sent to customers when tickets are closed. This will
enable SecureInfo to capture customer satisfaction metrics and look
for ways to improve business processes to accelerate customer
responsiveness. About BMC Software's Remedy Solutions Remedy
products deliver Service Management software solutions that enable
organizations to align internal and external service and support
processes to business goals. More than 10,000 customers worldwide,
from small and mid-sized businesses to global enterprises, have
chosen Remedy IT Service Management and Customer Service and
Support software to automate their support processes, improve
service levels, manage assets, and lower costs. The highly
flexible, best-practice applications enable enterprise-wide
Business Service Management, and allow customers to easily adapt to
unique and changing requirements. BMC Software customers using
Remedy solutions include 80 percent of Fortune 100 companies and 50
percent of Global Fortune 500 companies. Customers worldwide have
employed solutions developed throughout the 14 years of Remedy
product evolution. Locate additional information at
http://www.remedy.com/ . About BMC Software BMC Software, Inc.
(NYSE:BMC) is a leading provider of enterprise management solutions
that empower companies to manage their IT infrastructure from a
business perspective. Delivering Business Service Management, BMC
Software solutions span enterprise systems, applications, databases
and service management. Founded in 1980, BMC Software has offices
worldwide and fiscal 2004 revenues of more than $1.4 billion. For
more information about BMC Software, visit http://www.bmc.com/ .
BMC Software, the BMC Software logos, and all other BMC Software
product or service names are registered trademarks or trademarks of
BMC Software, Inc. All other trademarks or registered trademarks
belong to their respective companies. All rights reserved.
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http://photoarchive.ap.org/ DATASOURCE: BMC Software; Remedy
CONTACT: Tamara Doney of BMC Software, +1-916-645-6233, ; or Julie
Redard of Porter Novelli, +1-617-897-8200, or Web site:
http://www.bmc.com/ http://www.remedy.com/
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