CUSTOMER SUCCESS: Swiss Utilities Provider Enhances Customer Support with BMC Software

Wasserwerke Zug (WWZ), a major utility provider in central Switzerland, dramatically improved customer support by leveraging BMC Software’s (NASDAQ: BMC) BMC Remedy Service Desk solution in its telecommunications division.

The Swiss telecom market is fiercely competitive, making strong customer service critical to success. WWZ’s legacy IT infrastructure had reached its performance limit and was impacting customer service. Its aging ticketing system could not meet growing requirements.

The implementation of BMC Remedy Service Desk, led by BMC partner IT Concepts, improved support for WWZ’s customers and its employees running the company’s central customer service center. The WWZ telecom division identified BMC as the direct cause of its improved service quality, which has enhanced the company’s competitive advantage.

"Our support organization continued to expand as a result of ever-growing demand,” said René Bühler, head of IT services at WWZ. "We came to a point where we had to have suitable processes to ensure that relevant information reached our customers consistently and quickly. Knowledge is only current for a very short time, so we also needed a technical tool to provide us with effective support in our daily operations.”

In addition to the BMC Remedy support function, WWZ began to evaluate its customer relationship management (CRM) application and drew up clearly defined requirements for a new solution. BMC’s Business Service Management (BSM) approach and support from BMC’s partner, IT Concepts, met these specifications, which incorporated ITIL® best practices. The CRM solution can now forward all telecom queries to the BMC Remedy Service Desk platform, automating queries and offering quick and efficient solutions to customers.

"The cooperation with IT Concepts has worked really well, and BMC Remedy Service Desk has met our production expectations so far,” said Bühler. "It has helped us achieve our main goal, which is to be able to provide even better service to our customers.”

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