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Comverge Lights Up Business Performance With BMC Remedyforce

For intelligent energy management solutions provider Comverge, cutting costs and increasing efficiencies across its IT functions were important goals. The organization realized an opportunity to lower costs while enabling more efficient IT processes by replacing its existing IT service desk application with a more modern cloud based solution.

The company selected the Remedyforce Service Desk solution from BMC Software (NASDAQ: BMC).

“The [cost structure] of the solution we previously had actually charged 'per user',” said Danielle Bailey, Comverge IT Manager. “As we grew, that expense continued to grow, even though it wasn’t providing us the same ROI per person. One of the reasons we went with Remedyforce is that we wanted to be able to reduce that cost.”

Bailey added, “Because Remedyforce is web-based, everybody can access it. It’s great. The end-users say that Remedyforce is a lot easier for them to use and to share with others. We have been able to show where IT is actually starting to save money by increasing efficiency and productivity.”

The Challenge

In efforts to cut IT expenses while improving efficiency, Comverge needed a cost-effective service desk solution that would support new processes and enable superior communications at all levels of the organization.

The Solution

Comverge chose BMC to reduce costs, improve efficiency, and enable better collaboration among service technicians and with upper management. BMC also provided better change management controls, allowing Comverge to more easily comply with industry regulations.

Benefits

BMC’s cloud-based solution offered Comverge improved mobile capabilities and change management tracking. It also provided robust collaboration among peers to help them resolve problems faster and improved communication with senior executives. Comverge has experienced a number of additional benefits by implementing the Remedyforce product, including:

  • Reduction of IT support costs by $50,000 annually through improved software cost structure to a subscription model versus a license model
  • Increased efficiency for field technicians through the use of mobile apps for ticket logging
  • Improved reporting and communication with senior managers related to incidents and ongoing resource needs
  • Enhanced Sarbanes-Oxley compliance related to improved change management tracking and workflows

At Dreamforce 2012

BMC will offer a preview of new product features to its Remedyforce Service Desk solution at Dreamforce 2012. New product features include major integrations with asset management features found in BMC FootPrints to help IT help desk technicians resolve end-user issues faster. New release management features to existing ITIL processes allow IT organizations greater visibility and control to manage multiple changes and tasks to enterprise-wide application updates for customers. Finally, over 50 customer-suggested enhancements focused on reducing time to value and improving overall end-user satisfaction have been added to the new release of Remedyforce.

The new features are expected to be available for customers later this calendar year, in the November timeframe.

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