If you use Salesforce, you need to use Remedyforce
February 10, 2016

If you use Salesforce, you need to use Remedyforce

Pauline Mulvey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Remedyforce

Remedyforce is used by our service desk, ops support teams, enterprise business support teams, HR, finance, legal and facilities. We are using it for incidents, service requests, problem management, and some configuration management database (CMDB). It has allowed us to have a central service request portal for internal staff to use to request services. We are also working to leverage it deeper across our IT organization.
  • Since it is on the Salesforce platform, your same development team and support team can manage Remedyforce and Salesforce. This makes staffing very flexible and it is a common user interface for employees and management to use.
  • Implementation is very fast. We were up and running in 12 weeks, able to leverage out of box functionality and do a small amount of customizations to meet our needs.
  • Great at automating manual workflows, for new hire onboarding, tracking all information in a single service request while having tasks go to a variety of teams across the enterprise.
  • SaaS releases come regularly with new features, and little overhead required on our end to implement or upgrade.
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
  • Faster onboarding for new employees - we have gone from a 4 week turn to a 1.5 week turn for setup and prep for a new hire.
  • Better visibility into time and number of requests to various teams. Since now everything is being tracked in a single place, very easy to get this info for staffing and automation of some of the more repetitive jobs.
  • Since we can tie incidents to cases, the gap between our development group and our front line customer service techs has gone away. Both have visibility into the others work. Better information is provided to the customer.
  • Service now

Because of the common platform with Salesforce, from a staffing standpoint, it was much more cost effective to go with Remedyforce vs a separate and new platform from ServiceNow. If I selected Servicenow, I would have needed to hire a new set of folks to support, develop and maintain and it would have required integration between the two systems which is added overhead.

Service now had a few more whistles and bells but core functionality are very similar between the two tools.

If you already have Salesforce, it is a no-brainer to go with Remedyforce, so easy and so complementary of one another. It's easy to pass information back and forth from service teams (customer facing) to IT or developer teams - eliminating the black hole between the groups.

BMC Helix Remedyforce Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Change calendar
Service-level management