ITSM SaaS improves service quality for Lumen 21

the has successfully improved customer service quality with the SaaS Remedyforce Help Desk solution provided by BMC software company (NASDAQ:BMC). Lumen21, a leading provider of infrastructure services, management services, and application development. Enterprises that leverage cloud platforms to view SaaS as a new way to provide energy for a variety of IT services without having to burden infrastructure maintenance and support, freeing up resources to meet other important requirements. after replacing its old system with an Remedyforce solution, the Lumen21 IT staff is significantly more efficient at handling issues related to release, request, and change of IT resources.

When LUMEN21 needs to replace its outdated event-tracking tools with a comprehensive help desk solution, IT staff considers not just applying a prefab solution, but a cloud platform product like the BMC Remedy help desk solution. The benefits are clear: customer satisfaction increased by 20% in the six months after the solution was implemented, and support team productivity increased by 30%.

"For us, cloud-based solutions are more economically meaningful than prefabricated solutions because we can quickly start and operate while minimizing maintenance costs and investments," says Ed Don, chief executive of Lumen21. The cloud environment also allows our support team staff and customers to access remotely. ”

The client's events and requests are processed through the call center before the Remedyforce is implemented. Within two weeks of implementing the solution, customers have the option to submit requests through a self-service portal, a move that gives Lumen21 greater flexibility to respond more aggressively to customer requests, both internally and externally.

Don also said: "Since the implementation of the Remedyforce desk, our internal organization and coordination capabilities have made a huge leap, but also for us to quickly and accurately solve the problem to make a huge contribution to faster speed and higher accuracy of the direct impact is to improve customer satisfaction." ”

Automating previously large numbers of manually completed tasks, Remedyforce helps Lumen21 increase the amount of work, without the need for additional staffing, and increase customer satisfaction with increased self-service portals and more efficient communication. Based on measurable results, LUMEN21 is happy to continue to expand the use of its SaaS delivery model. Ed Don also said: "As early adopters of Remedyforce, our use of feelings was positive." This allows us to develop faster towards our goals!

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