BMC Software - Arch Chemicals, Inc

Technology: BMC Remedy Service Desk

Solution: Arch Chemicals, a global specialty chemical company, needed to replace its custom-built help desk to improve root cause analysis, enhance decision making, and prioritize and respond to server events based on business impact.

As a result of the implementation the company can now create reports that provide a snapshot of calls from a particular site identifying the top 10 callers and the issues they have reported. These reports serve as the basis for recommending specific training for callers who call with the same problems, thus increasing efficiency. The flexibility of the new Service Desk allows the company to add new users easily, eliminating outsourcing costs and enhancing customer support.

Further Details: http://documents.bmc.com/products/documents/32/39/63239/63239.pdf