Call Center Services Featured Article
Identify, Understand and Resolve Problems Faster with BMC's EUEM Solution
Call it by whatever name you want – good customer experience, customer satisfaction or optimal workforce engagement – all these roads lead to Rome. The bottom line is to anticipate customer needs, monitor business critical Web services and never let a problem gather girth; you get your value add and a satisfied customer.
This was what Cornerstone’s IT team focused on – perfecting customer facing apps and nipping a problem right in the bud.
Since this was a great priority, the global, cloud-based provider of talent management software solutions decided to take the help of BMC Software (News - Alert) by implementing its end-user experience management solution (EUEM).
BMC’s EUEM service was implemented to get greater visibility into application and Web performance, identify problems quickly, understand their implications and resolve them to ensure a consistent, satisfying user experience.
Such a proactive approach meant that end users would, in many cases, be unaware that a problem existed. Quick resolution would translate into improved efficiency, and improved confidence in an IT organization’s ability to solve problems and produce superior business results.
"Using BMC Software's End User Experience Management solution, we can resolve problems faster, and with real-time updates on the user's experience, we can verify that those problems are truly resolved," said Justin Ferris, senior director of technology operations at Cornerstone.
BMC Software, Inc. has introduced a mobile device management solution powered by AirWatch (News - Alert), a Gartner Magic Quadrant company in this space. But the BMC offering goes beyond just the mobile device; it also incorporates applications and content.
In addition to providing control in mobile devices, BMC is outfitting IT management with mobility apps that bring BMC Remedy IT Service Management Suite to mobile workers.
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Edited by Braden Becker