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Easynet Global Services Strengthens Customer Satisfaction with BMC Software
September 2010 by Marc Jacob
In a sector where customer loyalty is built or broken on the quality of service and support, Easynet Global Services – a global provider of managed networks, hosting and value-added integration services – selected and deployed BMC Software’s (NASDAQ:BMC) Remedy IT Service Management (ITSM) Suite to boost satisfaction and safeguard its customer base.
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.
