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BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.https://media.trustradius.com/product-logos/wK/3I/H1TL5B46KZTZ.JPEGBMC RemedyForce the IT partner your Salesforce org should have.BMC RemedyForce is being used as an IT service request management tool. The entire company is plugged in. We use for small things such as "Why does my internet act up?" or "I have a change to a production system that needs to be implemented". The tool is great. It offers us the flexibility to create our own workflow and approval processes as well as notifications.,The incident management object is very nice. It comes with some standard functions that help you get started. But the best part is it lets us customize how our business has chosen to work. Change management can be a nightmare that no one wants to deal with. But BMC offers a solid solution here. We have created workflow, and rules that prevent certain actions and the ability to track ownership as well as risks and risk management. The suite comes with some standard functions. I also develop in the Force.com platform. Since this utilizes Force.com it has opened up a great deal of opportunities for customization. We can and have created links and automated some functions that make business process more streamlined and easier for the client users not just for and staff users.,For us, since it is an add on application to our Salesforce.com instance; our biggest complaint is BMC allows companies the option to forgo or suspend enhancements. This can cause several issues. So when new functionality or a change in structure occurs that could impact the business either positively or negatively, BMC does not enforce the upgrade. Keeping in sync with the Force.com upgrades should not be optional.,7,Customer service has greatly increased. Since we now have the ability to allow client users to create their own incidents. The number of employees needed to staff the help desk was reduced by 1/3. We were then able to add those dollars saved into increased functionality.,9,Implemented in-house,No,Change management was a big part of the implementation and was well-handled,Time. It took longer than originally estimated A dedicated project manager was required. The support from BMC could have had more suggestions not just how to.,7,8,No,We had a period of time were support was lacking and they were not cooperative to our needs. I visited their booth at the DreamForce event in San Francisco. When actually speaking to someone face to face, they realized they had dropped the ball. Immediately a director and vp began sending emails to our account rep and support rep in our region so that we could work out the issues. Fantastic response and within a week after we began scheduling bi-weekly meetings to discuss areas of improvement. This has proven invaluable. I hope this sort of vest cooperation continues. It was refreshing to see a company act that quickly to resolve a customer support issue. Great job BMC!
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BMC Helix Remedyforce
45 Ratings
Score 7.0 out of 101
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BMC Helix Remedyforce Reviews

BMC Helix Remedyforce
45 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.0 out of 101

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Feature Scorecard Summary

Organize and prioritize service tickets (6)
6.0
Expert directory (4)
5.0
Service restoration (6)
5.0
Self-service tools (5)
7.9
Subscription-based notifications (6)
6.0
ITSM collaboration and documentation (6)
6.0
ITSM reports and dashboards (6)
8.0
Configuration mangement (6)
8.0
Asset management dashboard (4)
8.0
Policy and contract enforcement (3)
6.0
Change requests repository (6)
7.0
Change calendar (6)
7.0
Service-level management (6)
7.0

About BMC Helix Remedyforce

BMC Helix Remedyforce is built on the Salesforce App Cloud and is designed to deliver high-speed IT and business service management. The product's value proposition is to enable IT to provide faster IT service management & help desk support at a lower cost. Additionally, by leveraging ITSM tools and best practices, Remedyforce aims to deliver a modern, consumer experience that empowers IT to become a center for business innovation.

According to the vendor, some key benefits of using Remedyforce include:

  • ROI in 45 days or less
  • Social, Mobile, Modern
  • Easy to implement in just 5 days


BMC Helix Remedyforce Features

Has featureSalesforce1 Mobile Capabilities
Has featureService Request and Service Catalog
Has featureSelf-Service Portal
Has featureSocial Collaboration through ChatterĀ®
Has featureKnowledge management
Has featureConfiguration management
Has featureIncident and Problem management
Has featureChange and Release management
Has featureReporting, Analytics, and Service Level management
Has featureITIL-based Best Practices
Has featureAsset and Client Management
Has featureSurvey

BMC Helix Remedyforce Screenshots

BMC Helix Remedyforce Integrations

BMC Helix Remedyforce Competitors

ServiceNow, Cherwell Service Management, Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional
EditionPricing DetailsTerms
Pricing60.00per user, per month

BMC Helix Remedyforce Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

BMC Helix Remedyforce Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Windows Phone, Blackberry
Supported Languages: English, French, German, Japanese, Portuguese, Spanish