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Call Center Software Provider BMC Improves IT Customer Service at PeoplesBank


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January 22, 2013

Call Center Software Provider BMC Improves IT Customer Service at PeoplesBank

By Rajani Baburajan, TMCnet Contributor

BMC Software (News - Alert), a provider of IT management and call center software, helps clients manage their business services and applications across distributed, mainframe, virtual and cloud environments, so they can cut costs and reduce risks associated with service delivery.

BMC’s business service management and cloud management offerings now help PeoplesBank in Western Massachusetts deliver faster problem resolution, comprehensive inventory tracking and the level of technical support required for optimal help desk performance.

PeoplesBank was looking for a help desk solution that delivers enhanced functionality to increase IT support capabilities and achieve optimal efficiency. PeoplesBank turned to BMC Track-It! solution to improve help desk performance, leading to better and faster customer service.

The three phase deployment approach helped PeoplesBank quickly and easily deploy BMC Track-It!. It took less than six weeks to complete. As a result, the bank experienced faster, more reliable responses to users through improved access to relevant information, improved hardware and software inventory tracking for better management of IT spending, and increased end-user and executive management satisfaction.

“We have a good mix of Internet, mobile and brick and mortar capabilities,” said Joe Zazzaro, CIO and first vice president of information technology at PeoplesBank, in a statement. “While the trend is to bank online or with mobile technology many of our customers still like to come into our branches.”

Zazzaro added, “BMC Track-It! enables us to issue resolution much faster and saves the time of not only the support technician, but also the end-user. Nothing falls through the cracks and we are able to build a solutions database that gives us a reference for the future.”

After finding great success at PeoplesBank, BMC Track-It! solution was introduced to the call center and operations divisions of the bank, to help them with support requests. The solution provides extensive reporting on what the real issues are by trend so the bank can take a proactive approach to resolving any problems.

To find out more about Zeacom (News - Alert) and Director or Product Development John Cray, visit the company at ITEXPO Miami. Taking place Jan. 29- Feb 1, in Miami, Florida, ITEXPO (News - Alert) (News - Alert) is the only gathering where the community of communications and technology buyers, sellers, resellers, and manufacturers meet to forge relationships and close deals. Rabban is speaking during “Is Microsoft Lync Living up to its Hype?” For more information on ITEXPO, click here.

Edited by Amanda Ciccatelli

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