Customer Win: Australian Communications Leader Grabs More Growth with BMC Software
New BMC Remedy ITSM 8 transforms customer service, empowers employees
SYDNEY, Australia – Leading communications service provider iiNet has selected BMC Software’s (NASDAQ: BMC) Remedy IT Service Management 8 after a robust competitive review. The company supports more than 1.7 million broadband, telephony and Internet Protocol TV (IPTV) services across Australia.
BMC’s single integrated Remedy ITSM 8 platform provides significant out-of-the-box capability, requiring minimum customisation. This will enable iiNet to enhance its customer service systems, as well as develop new offerings for initiatives such as the National Broadband Network.
“iiNet chose BMC Remedy as the unified solution because of its ability to support an extensible and flexible model for integration of non-ITIL® processes and existing systems,” said Craig Nicol, iiNet’s operations centre manager.
Nicol continued, "iiNet’s strong focus on incident, problem and change management processes has led us to partner with BMC Software. The new software will allow further operating efficiencies and help to make customer support, change management, asset management and request management even more integrated.”
The solution will allow the company to support its fast growing operations and opens the door for future strategic initiatives such as a self-service portal and mobility for business customers, which will help enhance iiNet’s portfolio offering. The BMC Remedy IT Service Management Suite will integrate with the monitoring of iiNet’s critical customer business applications, and allow for standardisation across iiNet’s business acquisitions to maintain a high level of customer service.
The BMC Remedy IT Service Management Suite 8.0 will be a springboard for iiNet’s IT division to rapidly and repeatedly onboard the company’s acquired assets (businesses such as TransACT and Internode) onto a unified set of processes and tools.
For the first phase of the implementation, BMC Services is rapidly deploying a single Remedy instance for one of iiNet’s recent acquisitions. The implementation will be paired with a BMC education-led approach to build a Remedy Centre of Excellence within iiNet to enable the company to become self-sufficient in deploying the platform more broadly across all its business units.
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Tens of thousands of IT organizations around the world -- from small and mid-market businesses to the Global 100 -- rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. BMC helps customers cut costs, reduce risk and achieve business objectives with the broadest choice of IT management solutions, including industry-leading Business Service Management and Cloud Management offerings. For the four fiscal quarters ended September 30, 2012, BMC revenue was approximately $2.2 billion. www.bmc.com
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