BMC Remedy is the One-Stop shop solution for your customer service needs!
September 25, 2015
BMC Remedy is the One-Stop shop solution for your customer service needs!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC Remedy IT Service Management Suite
BMC Remedy IT Service Management Suite is being used as a ticketing/tracking system to monitor the status of issues that arise within our area of responsibility (AOR). Our organization deals specifically with host based security systems so BMC Remedy IT Service Management Suite is used as a first response and tracking system for us and the customer.
- A customer calls the service desk with a problem. I immediately use BMC Remedy IT Service Management Suite to open a new ticket. I log the issue that the customer is having and use BMC Remedy IT Service Management Suite to assign the ticket to the appropriate group/specific person in group.
- I use BMC Remedy IT Service Management Suite to monitor tickets as well as updating the status. I can also place notes and attachments in individual tickets.
- Once an issue has been resolved, I use BMC Remedy IT Service Management Suite to close out ticket so it's no longer in my personal queue.
- I used BMC Remedy IT Service Management Suite from when it was software based to the now web based platform. Web based is not very user friendly but with patience, time, and practice anyone can get the hang of it. The web based BMC Remedy IT Service Management Suite has so much functionality I can't really think of anything that needs to be changed off hand.
- BMC Remedy IT Service Management Suite has definitely led to faster conversion times.
- BMC Remedy IT Service Management Suite has increased employee efficiency.
- BMC Remedy IT Service Management Suite has provided the means to excellent customer service.
Since I retired, every company I've worked for has used a version of Remedy. I don't have anything product to evaluate it against.