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Robert Wiseman Dairies Chooses BMC FootPrints Solution to Enhance Customer Satisfaction

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November 05, 2012

Robert Wiseman Dairies Chooses BMC FootPrints Solution to Enhance Customer Satisfaction

By Shamila Janakiraman, TMCnet Contributor

Robert Wiseman Dairies, a U.K.-based milk company, has selected the BMC FootPrints solution from BMC Software (News - Alert) to make its customer services delivery better.

Alex Barelle, IT service delivery manager at Robert Wiseman Dairies said, “We couldn’t have become ITIL-verified without BMC FootPrints. And, we wouldn’t have implemented in anywhere near the short timescales with any other product. BMC FootPrints has delivered everything that we expected and more.”

The milk company required an IT service management (ITSM) solution that can align its IT processes and improve the predictability, management and performance of its service desk. The solution had to be compliant with ITIL best practices so problems can be solved easily. The solution had to adapt quickly to changing workflows and processes on a continuous basis in order to enhance customer satisfaction.

The BMC FootPrints solution from BMC was picked as it can align to IT Infrastructure Library (ITIL) easily. The solution also features customization options that help the company to quickly adapt workflows and processes when changes are made on a large scale.

The solution also prioritizes more serious incidents and ensures the rapid resolution of end-user issues.

The functionality and intuitive interface of BMC FootPrints, the customizable options and templates to enable the handling of rapidly changing processes, the fast and smooth implementation of ITIL guidelines and best practices, and self-service and project tracking capabilities, served the purposes for which it was selected, Barelle added.

BMC offers business service management platform, cloud management and other IT management solutions designed for differing needs. These services help businesses manage business services and applications across distributed, mainframe, virtual and cloud environments, while reducing costs and risks.

Recently, Australian communications service provider iiNet selected BMC Software’s Remedy IT Service Management 8 platform to provide significant out-of-the-box capability, requiring minimum customization. Remedy ITSM 8 will enable iiNet to enhance its customer service systems, as well as develop new offerings for initiatives such as the National Broadband Network (News - Alert).

iiNet supports more than 1.7 million broadband, telephony and Internet Protocol TV (IPTV) services across Australia.

Edited by Braden Becker

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