Hosted Call Center Featured Article

Lumen21 Deploy BMC Software ITSM SaaS Solution to Enhance Service Delivery

By Calvin Azuri
TMCnet Contributor

Lumen21, provider of infrastructure services, managed services and application development, has enhanced its service delivery to customers by utilizing BMC Software’s SaaS (News - Alert) Remedyforce Service Desk solution.

The company which provides services in the cloud, views SaaS as an upgrade to employ the power of a variety of IT services. Using the BMC Software’s (News - Alert) SaaS Remedyforce Service Desk solution, Lumen21 can now provide these services without the burden of maintaining and supporting the infrastructure. Another key benefit includes the freeing up resources which can be employed for other critical needs.

Lumen21 has been interested in replacing its outdated incident tracking tool with a more comprehensive service desk solution which could provide on-premise solutions in addition to cloud-based offerings such as BMC’s Remedyforce Service Desk solution.

By replacing the old system with the new and improved Remedyforce solution, within six months of implementation, Lumen21’s IT staff were able to greatly enhance their efficiency in handling issues, requests and IT change leading to a 20 percent improvement in customer satisfaction and a 30 percent raise in support team productivity. 

In a release, Ed Don, Lumen21 CEO said that, “A cloud-based solution made more sense for us economically than an on-premise solution because we could get up and running quickly while minimizing maintenance and capital costs. Cloud also allows remote access from anywhere for our support people and our clients.”

Don also added that, “Since implementing Remedyforce Service Desk, our ability to coordinate and orchestrate within the organization has taken a large leap forward, and that has contributed greatly to how quickly and accurately we can resolve issues. The impact of that greater speed and accuracy is higher customer satisfaction.”

Remedyforce solutions provide clients with the option to submit tickets through a self-service portal. This provides Lumen21 the flexibility of being more responsive to client needs as well as working with both internal and external clients.

Remedyforce automates tasks which made it easy for Lumen21’s IT staff to cater to an expanding workload without having to employ more staff. They were also able to improve customer satisfaction by including a self-service portal and improved communication.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.