CUSTOMER SUCCESS: AtTask Employees Boost Productivity with BMC Software
BMC End User Experience Management Solution provides visibility into end user work flow process any time, any place, on any device
HOUSTON, – AtTask is a leading provider of SaaS work management software focused on improving how knowledge workers organize and manage their efforts to drive business goals. The company was searching for an end user experience monitoring tool to provide visibility into the actual end user experience, ensure high quality service and gain insights into how its product could be improved over time.
AtTask chose the BMC End User Experience Management solution from BMC Software (NASDAQ: BMC) because it precisely fit the company’s needs in this area and could be easily deployed for quick time to value.
“With the SaaS model, we really need to see what our users are seeing in order to offer them a unique and customized value proposition,” said Wade Billings, director of operations at AtTask. “Before EUEM, we had to do a lot of guess work. The only feedback we received was from support channels where someone would pick up the phone and say that our application was running slow. Now we’re able to provide our customers with proactive information, before they even know there is an issue, and advise them on how to make the application better.”
The BMC End User Experience Management solution helped AtTask create, for its customers, applications that can generate data at very granular levels. “This helps our customers create very specific reports to help them with planning,” said Jared Neilsen, manager of SaaS Hosting Operations Center at AtTask. The End User Experience Management solution also provides AtTask visibility into how customers are using their application. “We can now see the actual adoption rate of specific tools and applications and measure how many people are shifting from old feature sets to new ones. EUEM solution provides us with insight into how engaged customers are – information that is like gold for our sales team.”
AtTask had no visibility into the user experience and therefore had to rely on guesswork or after-the-fact user feedback to manage application performance.
The company deployed the BMC End User Experience Management solution, which provided granular data from a user perspective, as well as the capability to generate very specific custom reports.
With the BMC End User Experience Management solution, AtTask has experienced a number of benefits, including:
-Better performance, with the ability to identify issues before they cause problems for end users
-Quick time to value
-Higher sales department efficiency, with the ability to accurately target customers who need extra attention based on low product usage data
-Smarter product development based on a clearer picture of users’ behavior and their uptake of new features
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