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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. http://www.newscom.com/cgi-bin/prnh/20011003/BMCLOGO http://www.newscom.com/cgi-bin/prnh/20030528/REMLOGO 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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