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Mitchell International, Inc. Shares how BMC Remedyforce Helped Achieve Their Goals

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Check out the business challenges Mitchell International, Inc. faced and how Remedyforce helped solve those challenges.

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Mitchell International, Inc. Shares how BMC Remedyforce Helped Achieve Their Goals

  1. 1. BMC SOFTWARE REMEDYFORCE CASE STUDY Mitchell International, Inc. Introduction This case study of Mitchell International, Inc. is based on a January 2017 survey of BMC Software Remedyforce customers by TechValidate, a 3rd- party research service. Challenges The business challenges that led the profiled company to evaluate and ultimately select BMC Software Remedyforce: Had the following challenges in mind when selecting a Service Desk solution: The high costs for administering and maintaining a solution Solutions being heavily customized, making it difficult to upgrade Solutions lacking self-service, mobile, and collaborative features Solutions lacking reporting and analytics Integrating Salesforce Supporting the business with new apps and services Evaluated the following vendor before choosing Remedyforce: Service Now Use Case The key features and functionalities of BMC Software Remedyforce that the surveyed company uses: Purchased BMC Remedyforce for the following reasons: Is native to the Salesforce platform Includes agentless discovery, integrated asset, and lifecycle management Provides powerful dashboards and reporting Offers comprehensive, out-of-the-box ITSM / ITIL functionality Is easy to configure without requiring scripting / coding or specialized personnel Is a good value for the price Using the following Remedyforce capabilities: Self Service Service Catalog / Service Requests Knowledge Management Incident Management Change Management Dashboards and reporting Configuration Management (CMDB) Implemented Remedyforce within 2 months. Implemented Remedyforce quickly because of the following: The ease of use The built-in product assistance (Pre-built templates, Smart Practices, Alignability model, etc.) Their familiarity with Salesforce / use existing Salesforce resources Good PS partner Cloudaction Results The surveyed company achieved the following results with BMC Software Remedyforce: Experienced the following benefits or improvements since implementing Remedyforce: Improved service levels Improved customer satisfaction Improved 1st line resolution Delivered new services Reduced costs Improved Mean Time to Repair (MTTR) strongly agrees that their Remedyforce implementation helped them achieve their goals. Is extremely likely to renew their Remedyforce subscription. Company Profile Company: Mitchell International, Inc. Company Size: Medium Enterprise Industry: Computer Software About BMC Software Remedyforce BMC offers a full family of ITSM (IT Service Management) solutions, from a streamlined help desk to an enterprise IT service management platform. Learn More:  BMC Software  BMC Software Remedyforce ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Source: Pauline Mulvey, Vice President, Mitchell International, Inc.  Validated Published: Mar. 27, 2017 TVID: 29D-F87-ED8 Research by

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