CUSTOMER SUCCESS: U.S. Navy Simplifies Service Desk Access and Leverages
Analytics with BMC Software
BMC Remedy IT Service Management Suite streamlines Navy non-tactical support
requests and improves business efficiency
HOUSTON -- February 27, 2013
NAVY 311 provides sailors, families and the military community with on-demand
information and assistance for non-emergency, non-tactical issues across
systems, equipment, medical, personnel, logistics, installations and other
To enable access to the expansive fleet support network via a single customer
service entry point, the Navy needed robust and scalable IT service management
software to reliably handle high-volume interactions and diverse situations
from around the world.
The U.S. Navy selected the BMC Remedy IT Service Management Suite from BMC
Software (NASDAQ: BMC). This product offers the most comprehensive and
scalable solution, resulting in better service at a lower cost. Remedy can
operate out-of-the-box with no need to customize any code.
The BMC Remedy IT Service Management Suite provides NAVY 311 with a single
software solution that is centrally managed but de-centrally implemented
within the network of fleet support providers. These support groups can take
advantage of volume discounts, thereby reducing overall costs for the larger
In addition, the dashboards and analytics enabled by the BMC Remedy software
provide business intelligence that gives the Navy broader visibility into
recurring issues so leadership can make improved resource decisions. Analytics
also offer the capability to “push” critical information to fleet customers in
anticipation of planned maintenance and/or operations.
The U.S. Navy needed an enterprise-level business solution that simplified
Sailor non-emergency interaction across individual Navy contact centers and
provided modern data collection and mining capabilities.
The U.S. Navy deployed the BMC Remedy IT Service Management Suite, including
incident management and service request management, as well as dashboards and
analytics. This provided a Customer Relationship Management (CRM) capability
that helped unify dozens of different Navy call centers and supports a modern
approach to data collection and analysis.
By implementing the BMC Remedy IT Service Management Suite, the U.S. Navy
achieved important benefits. The organization:
*Simplified and standardized service request management, thereby gaining
economies of scale and reducing costs
*Achieved faster response times to meet an extremely diverse set of needs
*Captured and aggregated transaction data across the Sources of Support
network to better understand fleet issues and support needs
*Implemented data-driven decision making with the ability to uncover trends
and eliminate recurring problems
For more information on the U.S. Navy’s implementation and the BMC Remedy IT
Service Management Suite, please:
*Read the full NAVY 311 case study
*Access the BMC Remedy community
*Visit the On the Mark blog
*Follow @BMCSoftware on Twitter
*Become a fan of BMC on Facebook
Business runs on IT. IT runs on BMC Software.
Business runs better when IT runs at its best. Tens of thousands of IT
organizations around the world -- from small and mid-market businesses to the
Global 100 -- rely on BMC Software (NASDAQ: BMC) to manage their business
services and applications across distributed, mainframe, virtual and cloud
environments. BMC helps customers cut costs, reduce risk and achieve business
objectives with the broadest choice of IT management solutions, including
industry-leading Business Service Management and Cloud Management offerings.
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Tara Hanney, +1 713 918 2745
Ogilvy PR Worldwide
Kellie Willman, +1 646 204 1799
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