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September 8, 2010

BMC Software enables Easynet improve customer satisfaction

Remedy IT Service Management Suite allows Easynet team to handle the monthly 4,000 service requests

By CBR Staff Writer

BMC Software has announced that UK-based networking and hosting provider Easynet Global Services, has boosted customer satisfaction levels through the implementation of BMC’s Remedy IT Service Management Suite.

The company said that Easynet has standardised on its ITIL-based service assurance platform to replace the patchwork of legacy products across 10 countries.

Easynet Global Services CIO David Doherty said that by standardising on BMC Remedy, they have an unprecedented degree of visibility into their customers’ situations, enabling them to deliver a faster, more rewarding service.

"The customer feedback has been extremely positive; they’ve noticed the service improvements, the professionalism and the enhanced communications," Doherty said.

The implementation, which includes a configuration management database as well as change, service level and service request management systems and a Remedy Service Desk offering, allows Doherty’s team to handle the monthly 4,000 service requests, as well as plan for infrastructure changes in advance to ensure that service delivery remains unaffected.

Doherty said that they decided to use the BMC Remedy process to drive ITIL and best practices, as opposed to inventing new processes from scratch.

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"We recognised that a new ITIL-based approach would empower us to improve communication and support and more efficiently track customer requests," Doherty said.

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