CUSTOMER SUCCESS: France Telecom Delivers Hi-Def Service Quality with BMC Software

  CUSTOMER SUCCESS: France Telecom Delivers Hi-Def Service Quality with BMC

Proactive performance management software speeds problem resolution, improves
                            customer satisfaction

Business Wire

PARIS -- October 08, 2012

In order to grow and win in a rapidly evolving cable television market, France
Telecom realized that it needed radically new approaches to customer service.
The company knew that its customers prized quick and efficient problem
resolution, and it saw this issue as a major competitive lever in the

To achieve this end, France Telecom selected BMC Software’s (NASDAQ: BMC) BMC
ProactiveNet Performance Management solution. The software enabled the company
to detect problems in real time, prioritize their importance based on business
service impact, and determine the root cause so the problem could be referred
to the appropriate team for resolution, resulting in significant improvements
to the speedy resolution of customer requests.

“France Telecom relies on the scalable event management and service modeling
capabilities in BMC Software’s ProactiveNet Performance Management Suite to
visualize the impact events have on our key global services,” said Philippe
Campana, SIM project manager for France Telecom. “BMC offers many nice
features, and their strategy is definitely moving in the right direction.”

The Challenge

In order to differentiate itself amongst competitors through superior service
quality, France Telecom needed a solution to quickly identify and resolve the
problems that would have the greatest impact on customer service.

The Solution

The company implemented the BMC ProactiveNet Performance Management Suite to
correlate and prioritize events and diagnose problems in real time. Based on
that information, the problems are quickly resolved with minimal impact on
critical business outcomes and customer satisfaction.


France Telecom has experienced a number of benefits by implementing BMC’s
performance management solution, including:

  *Reduced problem diagnosis time from more than 90 minutes to 2-3 minutes
  *Improved service quality by automatically determining an event’s impact on
    business services so resolution efforts can be prioritized to maximize
    customer service
  *Consistent and faster routing of problems to the correct team to reduce
    problem resolution time

For more information about BMC and its Proactive Operations solutions, visit:

  *Proactive Operations
  *BMC ProactiveNet Performance Management
  *Follow @BMCSoftware on Twitter
  *Become a fan of BMC on Facebook

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