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 TitleDate AddedCompany
whitepaper Deloitte Outsourcing Uses mySAP CRM to Provide High-Quality Services Through Its Help Desk0000-00-00 SAP
  In order to support expansion of its business and provide high-quality services to its numerous customers, Deloitte Outsourcing implemented a much-needed help desk using mySAP CRM. A mySAP CRM template based on best practices enabled the company to get the help desk up and running in the shortest period of time. Deloitte was also the first outsourcing organization in Japan to implement a help desk using mySAP CRM as a stand-alone solution.

Tags: Customer Support Services, CRM Software		   
whitepaper SAP Solution Manager Enables Major Insurance Provider to Create Streamlined Support Processes0000-00-00 SAP
  With the number of customers and SAP solutions on the rise, AXA's SAP Customer Competence Center required a more efficient tool. This need became particularly acute when the center was tasked with supporting new SAP systems for AXA Group, outside Germany. Also, the new tool had to enable enhanced reporting and analysis. To master these challenges, AXA decided to introduce the service-desk functionality of SAP Solution Manager, a tool of the SAP NetWeaver platform. This powerful software gives customers the comprehensive tools, content, and methodologies they require to effectively implement, monitor, operate, and support their SAP environment.

Tags: Business Management		   
whitepaper R+V Versicherung Creates Integrated Service Desk Solution Around BMC Remedy0000-00-00 BMC Software
  R+V Versicherung (R+V) is one of the largest insurers in Germany. The company wanted to replace legacy problem-tracking system. R+V Versicherung chose BMC Remedy Action Request System as their incident and problem tracking solution. As a result 90 percent of calls resolved within 30 Minutes, Same size support team handles twice as many calls and ease of integration with four other systems creates a comprehensive service desk solution.

Tags: Customer Support Services		   
whitepaper Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk0000-00-00 BMC Software
  IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of its flexibility, adaptability, and scalability. This resulted in increased support staff productivity by nearly 40 percent in just 1 month and provided flexibility for adapting application to business processes.

Tags: Customer Support Services		   
whitepaper NCR Saves Time With BMC Remedy0000-00-00 BMC Software
  As a global technology company, NCR is especially dependent on its Information Technology (IT) infrastructure. The company wanted to create an incident-tracking system for their global organization. NCR chose BMC Remedy Action Request System for their service desk needs. As a result there was reduction in password-related calls saves time and money. Reporting enables continuous process improvement. The company benefited with tight integration between P-Synch and AR System facilitates rapid implementation.

Tags: Customer Support Services		   
whitepaper Travel and Transport Increases Efficiencies and Productivity With BMC Software0000-00-00 BMC Software
  Travel and Transport wanted a service desk product that provided real-time remote query and inventory capabilities, along with the ability to remotely administer PCs and report help desk activity levels. BMC Magic Service Desk Suite (a previous version of BMC Service Desk Express Suite) meets all of Travel and Transport's requirements, including ongoing ease of maintenance.

Tags: Service Level Management		   
whitepaper Automation Technology Leader Uses SAP Solution Manager to Help Support 20,000 SAP Users Across 85 Systems Worldwide0000-00-00 SAP
  When automation technology leader ABB set out to improve operations of its worldwide SAP systems, the company chose the SAP Solution Manager application management platform. The platform provides a service desk that helps ABB manage its worldwide support system for SAP users more efficiently, speeds up issue resolution, and reduces costs.

Tags: ERP, Application Development		   
whitepaper Siemens Business Services Improves Service and Satisfaction With BMC Remedy0000-00-00 BMC Software
  Siemens Business Services is the largest IT Support provider in Austria. The company wanted to provide a comprehensive service desk solution for the enterprise. The company used Custom-built application built on BMC Remedy Action Request System. This resulted in 74 percent first-call resolution rate, less than 30 second call wait time and "Very good" support team rating by 80 percent of customers.

Tags: Customer Support Services, Business Management		   
whitepaper GIE Informatique Arpege Uses BMC Remedy Solutions to Unify and Centralize Support Services for Enhanced Performance and Improved Quality of Service0000-00-00 BMC Software
  GIE informatique Arpege wanted a unifying help desk and change management services. GIE informatique Arpege chose BMC Remedy IT Service Management solutions to improve its services by gradually unifying the support delivered to the 12 "Caisses d'Epargne" banks in its remit, while rationalizing and automating change and incident management. Arpege followed IT Infrastructure Library (ITIL) recommendations applying to the management of IT services. This resulted in productivity gains, standardized processes (ITIL) and rationalized operations. There was reduction of costs and deployment of performance indicators.

Tags: Service Level Management, ITIL		   
whitepaper Seur Geopost Standardizes Its Customer Service Processes With BMC Service Desk Express0000-00-00 BMC Software
  Seur Geopost is a leading company in Spain in the field of urgent transport of goods. Seur Geopost had three specific business requirements: standardize all its processes, optimize its resources, and improve the services provided by its computer department. Seur Geopost identified BMC Service Desk Express Suite as the only solution to meet the company's needs for easy personalization, quick implementation, vendor reliability, and ample functionality.

Tags: Customer Support Services		   


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