THE BOTTOM LINE
Ameritas adopted BMC Remedyforce to provide its IT support center with a consistent and standardized process to address IT incidents. Nucleus found that using Remedyforce enabled Ameritas to drive continuous improvements in service level management, quality metric reporting, and problem management. Further, integrating Remedyforce with other systems enabled Ameritas to increase support center staff productivity while reducing incoming incident requests through self service.
Payback: 1.5 years
Average annual benefit: $201,910
BMC Remedyforce KNAB Netherlands, Financial.
» Leveraging the power of Remedyforce to help deliver an innovative online banking experience
» Tailoring of outsourced service desk to meet the bank’s needs was costly and slow
» No detailed tracking and reporting of changes for audit purposes and regulatory compliance
» Managers had virtually no visibility into performance, hampering decision making and efforts to improve efficiency
» No tools to enable collaboration that speeds ticket handling
» Remedyforce is easy/affordable to implement and tailor
» Changes are managed from request to completion, and reporting demonstrates compliance with internal/external mandates
» Dashboards and reports help agents and managers understand where to focus their efforts to ensure smooth handling of tickets
» Chatter improves collaboration to speed handling of incidents, requests and changes