CUSTOMER SUCCESS: Robert Wiseman Dairies Serves Up Top Customer Service with BMC FootPrints
LONDON, Oct. 29, 2012 (GLOBE NEWSWIRE) -- Robert Wiseman Dairies, the leading liquid milk company in the UK, is committed to excellence in providing the best service for its customers. However, the company needed an IT service management (ITSM) solution capable of aligning its IT processes with industry best practice guidelines to improve the predictability, management and performance of its service desk – all of which impact customer satisfaction.
The company selected BMC because of its alignment to IT Infrastructure Library® (ITIL), and its customization options that enabled the company to quickly adapt workflows and processes during a period of massive change.
"We couldn't have become ITIL-verified without BMC FootPrints," said Alex Barelle, IT service delivery manager at Robert Wiseman Dairies. "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."
Barelle added, "The functionality and intuitive interface of BMC FootPrints is superb. The customizable templates, self-service and project tracking capabilities were exactly what we needed. We were so impressed with BMC that there was no need to even consider any other service desk solution."
Robert Wiseman Dairies needed a service desk solution that was compliant with ITIL best practices to speed problem resolution and ensure its ability to adapt to rapidly changing workflows and processes on a continuous basis.
The company implemented BMC to adopt ITIL processes and provide a richer feature set so it could prioritize more serious incidents and deliver fast resolution of end-user issues.
The company experienced a number of benefits with BMC FootPrints, including:
- Fast and smooth implementation of ITIL guidelines and best practices
- Customizable options and templates to enable handling of rapidly changing processes
- Better prioritization of projects and work orders to meet business needs
- Improved problem management with faster time to resolution
For more information on Robert Wiseman the BMC FootPrints implementation, please:
- Read the full Robert Wiseman case study
- Read BMC's latest ITIL whitepaper, "ITIL for All"
- Access the BMC FootPrints Customer Community
- Follow @BMC_FootPrints on Twitter
- Become a fan of BMC on Facebook
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Business runs better when IT runs at its best. That's why more than 50,000 IT organizations from the Global 100 to small and mid-market businesses in over 120 countries rely on BMC Software (Nasdaq: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry¹s broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended June 30, 2012, BMC revenue was approximately $2.2 billion.
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