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A Tale of Two Support Services:
How BMC Integrates xMatters with Salesforce Service
Cloud and BMC Remedy to Transform Cust...
Mike Sowers
IT Director, Business
Enablement Group, BMC
Hurricane Harvey
2017
Personal Story
92 of the Forbes Global 100
rely on BMC to accelerate
their digital initiatives
BMC
The Multi-Cloud
Management
Company
BMC provides IT solutions that deliver speed, agility,
and efficiency from mainframe to mobile to cloud
and beyond.
Growing through Acquisition
We needed to standardize support across staff, processes, and locations
Moving to
the cloud
A Tale of Two Support
Services
External Facing
Customer Support
Internal IT
Helpdesk SupportCall Back
Model
Triage…
then c...
What We Implemented
xMatters to BMC
Digital Workplace
(Remedy)
xMatters to
ServiceCloud
Integration
Customer Support: The Implementation
• Less than 3 months to rip and replace existing tool
• Included complex routing rule...
Service Cloud
Integration
• Added a button on the
internal Case View page to
trigger an xMatters alert to
the appropriate ...
Additional choices
may be presented
v
v
v
v
v
xMatters Benefits for BMC
• 35% time saving for our most critical SLAs because we can
generate alerts faster
• Alerts are ...
Internal IT &
BMC Remedy
Multi channel Alerts with
Response Options from
BMC Remedy via xMatters
• Voice
• Email
• SMS &
• Mobile App
Auto-assignme...
BMC Smart
IT (Remedy)
Benefits of xMatters and BMC Remedy
Implementation
• Time Savings
• 61% Reduction in Time to React/Acknowledge Incidents o...
Using the same tool for
extremely diverse support
processes
External Facing
Customer Support
Internal IT
Helpdesk SupportC...
THANK YOU!
A Tale of Two Support Services:
How BMC Integrates xMatters with Salesforce Service
Cloud and BMC Remedy to Tra...
Q & A
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A Tale of Two Support Services: How BMC Integrates xMatters with Salesforce Service Cloud and BMC Remedy to Transform Customer and Employee Experience

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Mike Sowers, IT Director, Business Enablement, BMC

BMC - The Multi-Cloud Management Company is a multinational software and services company that accelerated growth through 37 strategic acquisitions of companies in the 37 years. Today, it serves over 10,000 customers worldwide, as well as its own 7,000 employees. Learn from Mike Sowers, IT Director, how BMC transformed both its Network Operations and Customer Service support centers, integrating tools such as Salesforce Service Cloud and its own BMCRemedy solution to xMatters instances, for faster service delivery and improved customer satisfaction. The result: 35% faster incident response and increased employee satisfaction.

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A Tale of Two Support Services: How BMC Integrates xMatters with Salesforce Service Cloud and BMC Remedy to Transform Customer and Employee Experience

  1. 1. A Tale of Two Support Services: How BMC Integrates xMatters with Salesforce Service Cloud and BMC Remedy to Transform Customer and Employee Experience BMC Mike Sowers | IT Director, Business Enablement Group
  2. 2. Mike Sowers IT Director, Business Enablement Group, BMC
  3. 3. Hurricane Harvey 2017
  4. 4. Personal Story
  5. 5. 92 of the Forbes Global 100 rely on BMC to accelerate their digital initiatives BMC The Multi-Cloud Management Company
  6. 6. BMC provides IT solutions that deliver speed, agility, and efficiency from mainframe to mobile to cloud and beyond.
  7. 7. Growing through Acquisition We needed to standardize support across staff, processes, and locations
  8. 8. Moving to the cloud
  9. 9. A Tale of Two Support Services External Facing Customer Support Internal IT Helpdesk SupportCall Back Model Triage… then call experts
  10. 10. What We Implemented xMatters to BMC Digital Workplace (Remedy) xMatters to ServiceCloud Integration
  11. 11. Customer Support: The Implementation • Less than 3 months to rip and replace existing tool • Included complex routing rules, hundreds of groups • Change management was accelerated by open working session with IT and business side experts. (4-hour blocks of time, sprinkled throughout the week, join when you can for handholding and guidance in setting up your team)
  12. 12. Service Cloud Integration • Added a button on the internal Case View page to trigger an xMatters alert to the appropriate support group based on the associated products. • xMatters event log is fed back to Service Cloud and attached to case for quick reference. v v v v v
  13. 13. Additional choices may be presented v v v v v
  14. 14. xMatters Benefits for BMC • 35% time saving for our most critical SLAs because we can generate alerts faster • Alerts are responded to faster because the tool can page multiple devices in parallel • Ability to set up multiple schedule variances, custom communication plans for our complex teams. • Ease of use, Simple UI • Users are able to manage their own device preferences • Detailed performance reports
  15. 15. Internal IT & BMC Remedy
  16. 16. Multi channel Alerts with Response Options from BMC Remedy via xMatters • Voice • Email • SMS & • Mobile App Auto-assignment of ticket when xMatters alert is accepted Email SMS Mobile App
  17. 17. BMC Smart IT (Remedy)
  18. 18. Benefits of xMatters and BMC Remedy Implementation • Time Savings • 61% Reduction in Time to React/Acknowledge Incidents on Sev. 1’s • 27% Reduction in Time to Restore Services • Employee Efficiency • Global Command Center Engineers spend time triaging incidents as opposed to tracking down support staff • Employee Satisfaction; Tier 1/2/3 Engineers have Omnichannel Alert source helping avoid Escalation during Off hours
  19. 19. Using the same tool for extremely diverse support processes External Facing Customer Support Internal IT Helpdesk SupportCall Back Model Triage… then call experts
  20. 20. THANK YOU! A Tale of Two Support Services: How BMC Integrates xMatters with Salesforce Service Cloud and BMC Remedy to Transform Customer and Employee Experience BMC Mike Sowers | IT Director, Business Enablement Group
  21. 21. Q & A

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