This Day On The Street
Continue to site right-arrow
ADVERTISEMENT
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Cramer's Action Alerts PLUS - See his portfolio and get alerts BEFORE every trade. Learn more NOW!

CUSTOMER SUCCESS: France Telecom Delivers Hi-Def Service Quality With BMC Software

In order to grow and win in a rapidly evolving cable television market, France Telecom realized that it needed radically new approaches to customer service. The company knew that its customers prized quick and efficient problem resolution, and it saw this issue as a major competitive lever in the marketplace.

To achieve this end, France Telecom selected BMC Software’s (NASDAQ: BMC) BMC ProactiveNet Performance Management solution. The software enabled the company to detect problems in real time, prioritize their importance based on business service impact, and determine the root cause so the problem could be referred to the appropriate team for resolution, resulting in significant improvements to the speedy resolution of customer requests.

“France Telecom relies on the scalable event management and service modeling capabilities in BMC Software’s ProactiveNet Performance Management Suite to visualize the impact events have on our key global services,” said Philippe Campana, SIM project manager for France Telecom. “BMC offers many nice features, and their strategy is definitely moving in the right direction.”

The Challenge

In order to differentiate itself amongst competitors through superior service quality, France Telecom needed a solution to quickly identify and resolve the problems that would have the greatest impact on customer service.

The Solution

The company implemented the BMC ProactiveNet Performance Management Suite to correlate and prioritize events and diagnose problems in real time. Based on that information, the problems are quickly resolved with minimal impact on critical business outcomes and customer satisfaction.

Benefits

France Telecom has experienced a number of benefits by implementing BMC’s performance management solution, including:

  • Reduced problem diagnosis time from more than 90 minutes to 2-3 minutes
  • Improved service quality by automatically determining an event’s impact on business services so resolution efforts can be prioritized to maximize customer service
  • Consistent and faster routing of problems to the correct team to reduce problem resolution time

For more information about BMC and its Proactive Operations solutions, visit:

Business Runs on IT. IT Runs on BMC Software.

Business runs better when IT runs at its best. That's why more than 20,000 IT organizations – from the Global 100 to the smallest businesses – in over 120 countries rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry’s broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended June 30, 2012, BMC revenue was approximately $2.2 billion.

1 of 2

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Try it NOW
Only $9.95
Try it NOW
14-Days Free
Try it NOW

Check Out Our Best Services for Investors

Dividend Stock Advisor

David Peltier identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Options Profits

Our options trading pros provide over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • Actionable options commentary and news
  • Real-time trading community
Try it NOW
Try it NOW
Try it NOW
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!
SYM TRADE IT LAST %CHG

Markets

DOW 17,776.12 -200.19 -1.11%
S&P 500 2,067.89 -18.35 -0.88%
NASDAQ 4,900.8850 -46.5560 -0.94%

Partners Compare Online Brokers

Free Reports

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs