Customer Success: FleetPlus Drives Growth with BMC Software
BMC Remedyforce provides transparency into its service desk operations
SINGAPORE – FleetPlus – Australia’s fastest growing, independent provider of fleet management and leasing solutions – has achieved double-digit growth each year, transforming the business from a small start-up to a mid-size organization in the last decade. The company selected BMC Software’s (NASDAQ: BMC) BMC Remedyforce Service Desk solution over competitor offerings to meet the demands of growth.
“We looked at a number of service management solutions and selected BMC Remedyforce because it was the best strategic fit with the current and future needs of our operations,” said David Tanti, head of information technology at FleetPlus. “BMC offers a SaaS product that can easily scale, at a low-cost alternative to traditional on-premise solutions, without sacrificing functionality.”
Like any fast-growing company, there is pressure to keep costs down and seek out efficiencies across the business, but there is also a parallel requirement to be responsive to changing market conditions and client needs.
The previous approach to service desk management involved staff emailing their requests to the help desk. About 500 tickets per month were generated as a result, but only a fraction represented genuine service requests. It was clear that such service management processes weren’t going to scale with FleetPlus as it continued to grow, but the company did not want to weigh itself down with a large capital expenditure for a new system, either.
By adopting the cloud-based BMC Remedyforce Service Desk solution the company has secured far more transparency into its service desk operations, and acquired a solution able to grow in sync with FleetPlus. In addition, the solution has also introduced greater rigor, discipline and transparency, improving service levels and reducing risk.
In the future, FleetPlus may enable the Salesforce Chatter functions, which will allow users to harness the enterprise social network to communicate with each other.
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