CUSTOMER SUCCESS: Easynet Global Services Strengthens Customer Satisfaction with BMC Software
UK-based networking and hosting provider standardizes with BMC’s ITIL-based IT service management suite Customer satisfaction with the escalation process for serious problems increases by 20 percent since 2009
LONDON (September 07, 2010) – In a sector where customer loyalty is built or broken on the quality of service and support, Easynet Global Services
Tough economic conditions make securing customer loyalty more critical than ever. Easynet standardized on BMC’s ITIL-based service assurance platform to replace the patchwork of legacy products across 10 countries. BMC’s Remedy suite now supports more than 4,000 service requests every month, seamlessly integrating customer support, change, asset and request management. With BMC Remedy, Easynet significantly reduced complexity, cut costs and increased efficiency while earning the highest customer satisfaction ratings for the escalation process for serious problems in Easynet’s history.
“By standardizing on BMC Remedy, we have an unprecedented degree of visibility into our customers’ situations, enabling us to deliver a faster, more rewarding service,” said David Doherty, CIO of Easynet Global Services. “The customer feedback has been extremely positive; they’ve noticed the service improvements, the professionalism and the enhanced communications.”
Since the implementation of BMC’s Remedy Suite, Easynet’s customer surveys show:
- Satisfaction with “escalation process for serious problems” has increased by 20 percent
- The number of customers happy with the speed and accuracy of problem resolution has increased by 8 percent and 6 percent respectively
- Satisfaction with “being updated on key issues” rose by 13 percent since the installation.
With Easynet’s promise of 99.9 percent uptime 24 hours a day in 10 countries, such dramatic increases in customer satisfaction have a critical impact on business success.
BMC’s Remedy suite has provided more flexibility to focus on critical business services. Staff productivity and consistency also increased, with Doherty’s team now able to prioritize IT support activities.
“We decided to use the BMC Remedy process to drive ITIL and best practices, as opposed to inventing new processes from scratch,” said Doherty. “We recognized that a new ITIL-based approach would empower us to improve communication and support and more efficiently track customer requests. As a result, we’ve boosted customer satisfaction and can operate more efficiently.”
“Easynet makes the power of standardizing on BMC Remedy clear. Increased productivity, efficiency and visibility have led to ground-breaking customer service advancements, ultimately driving critical business success — a powerful combination,” said Steve McCluskey, UK country manager for BMC Software.
For more information on the products used by Easynet, please visit the following links:
BMC Remedy Action Request System
BMC Atrium CMDB
BMC Remedy Service Desk
BMC Remedy Change Management
BMC Remedy Service Level Management
BMC Remedy Service Request Management
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 both distributed and mainframe 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 June 30, 2010, BMC revenue was approximately $1.92 billion. Visit www.bmc.com for more information.
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Contact
BMC Software
Bill Robbins, +1-512-547-0921
Bill_Robbins2@bmc.com
or
Waggener Edstrom Worldwide
Matina Macintyre, +44 (0) 20 7632 3800
mmacintyre@waggeneredstrom.com
Source: BMC Software