Remedy Gains Award-Winning Customer through Fusion Business Solutions
Leading communications solutions and services provider selects Remedy’s Action Request System for business operations
EGHAM, Surrey; 10 February 2004 — Remedy®, a BMC Software company (NYSE:BMC), today announced that award-winning communications solutions and services provider, Total Network Solutions has implemented Remedy’s Action Request System® (AR System®), across its business operations. Deployment of AR System is part of a total upgrade to Total Network Solutions’ BS7799-2 accredited managed services centre.
Established in 1991, Total Network Solutions has received awards and recognition from organisations such as Dun & Bradstreet, Deloitte & Touche, Nabarro Nathanson and Ernst & Young. The company has grown its own customer base to include Abbey National Offshore, British Red Cross, BT Global Services, Zurich Financial Services and British Airways.
“The infrastructure upgrade within our managed services centre was necessary to help meet a 300% growth in business experienced in the last 12 months,” said Mike Harris, Managing Director, Total Network Solutions. “Remedy’s AR System allows us to keep ahead of the demands of our expanding business and maintain our leading market position by replacing outdated systems with workflow automation systems that speed up the handling of unique processes and optimise user productivity. The Remedy solution was implemented well within specified timeframes and we envisage additional significant service improvements as Remedy helps us to further refine our service proposition and meet our ambitious growth targets for managed services over the next five years.”
Total Network Solutions selected Remedy following a comprehensive tender process that included in-depth evaluation of 11 other leading solutions. Implementation was conducted over two phases. The first focused on deployment at the TNS network service management centre, which delivers 24/7 service support. The second phase involved integration of Remedy with customer call control systems to enhance the level of customer service provided by the Project Management team and improve customer visibility.
“Remedy’s AR System is known for allowing customers to implement service applications that provide a 360 degree customer view,” said Elva Pearson, UK Regional Sales Director, Remedy. “With business growth in managed services running at 300%, there was an immediate requirement for Total Network Solutions to integrate information from disparate departments to support enterprise-wide business processes. This is being achieved through deployment of a dynamic service application with the flexibility to evolve as business needs change, whilst ensuring the highest levels of customer service are maintained. The AR System development platform provides the flexibility to support development of bespoke solutions that provide greater insight to customer service levels and allow Total Network Solutions to maintain its market leading position.”
The AR System development platform is the foundation for Remedy’s best practices, out-of-the-box applications, and provides customers with an environment in which both packaged and customised Remedy applications can be easily adapted to meet the unique and changing requirements of each individual organisation.
About Total Network Solutions
Formed in 1991, Total Network Solutions is a leading provider of communications solutions and services and has recently been acknowledged by Dun & Bradstreet as being the 59th fastest growing company in the UK. The company is a Cisco Gold partner and a past winner of the ‘Cisco Reseller of the Year Award.’ Total Network Solutions was one of the first UK-based companies to achieve BS7799-2 security standard accreditation for its network management services which are provided to support its ‘best of breed’ communications solutions. Clients operate in many different markets in the UK and offshore and include British Airways, Abbey National, Anglesey County Council and the London Internet exchange along with many parts of the public sector. www.tns.co.uk
Remedy, a BMC Software company headquartered in Sunnyvale, California, delivers service management software solutions that enable organizations to automate and manage internal and external service and support processes. With more than 10,000 customers worldwide, ranging from small and medium businesses to geographically distributed enterprises, Remedy delivers software solutions that help customers to align service and support with business objectives, improve service levels, manage assets, and lower costs. All of Remedy’s out-of-the-box, best-practice applications, including Remedy Enterprise Solutions, Magic Solutions for Small and Medium Business, and Remedy Customer Service and Support, are built on highly flexible platforms, empowering customers to easily adapt their service management solution to unique and changing requirements.
Remedy customers include 75 percent of Fortune 100 companies and 60 percent of Global Fortune 500 companies. Remedy customers worldwide have employed solutions developed throughout the company’s 14 years of product evolution and investment. Locate additional company and product information at www.remedy.com.