Quintica can put your IT Service Desk in the cloud

Using BMC’s RemedyForce you can tap into a simpler more affordable cloud-based help desk

October 15, 2012

Using BMC’s RemedyForce you can tap into a simpler more affordable cloud-based help desk

Quintica Southern Africa, specialist systems integrator and service management provider for Middle East and Africa, can fast track your service desk to the cloud with BMC RemedyForce.

Tapping into the knowledge and expertise of Quintica, companies can now gain access to RemedyForce, one of the fastest growing cloud-based ITSM solutions on the market. RemedyForce is a SaaS-based system from BMC and Salesforce.com that will enable you to cut call waiting times in your service desk from five minutes to 45 seconds, improve first-call resolution by up to 90% and boostagent productivity without onerous technical tweaking and development.

“The modern self-service in RemedyForce service desk is the perfect first port of call forbusinesses looking to slowly move their business into the cloud, and with Remedyforce we have proved that this move can be a smooth transition without complicated technical intervention,” says Mark Ackerman, technology director at Quintica. “Our clients who have invested in the technology are taking advantage of a full-featured, world-class service desk solution that is cost effective, easy to deploy, easy to understand and that doesn’t require months ofinstallation and configuration.”

According to Ackerman, the Quintica team is able to ensure that clients can have a superior IT Service Management solution up and running quickly that combines all the advantages of a cloud-based platform. Quintica is also able to provide invaluable support in developing the definitions within the ServiceCatalogue, which is a core component of the Self Service capabilities and service efficiency of the system and employees. In addition the ITIL based automated work flows inherent in RemedyForce ensure that the IT service desk can handle more issues more quickly, while improving customer satisfaction.

Features coupled in the RemedyForce solution include: standard forms UI; workspaces; integration to Asset Core; a focus on self service; service request management; knowledge management; incident, problem and change management; an asset inventory; self service portal; and an SLA management tool; as well as reporting and analytics; full ITIL integration and compliance; and social media and mobile device integration.

“When dealing with customers you need to ensure that your processes are not only watertight, but that they also meet with industry standards and regulations. It is with this that we strongly suggest all our customers ensure that these processes conform to industry-recognised ITIL standards,” adds Ackerman. “The benefit of working with Quintica and BMC’s RemedyForce is that we ensure that not only is your technology ITIL based, but that the team deploying itdoes so in line with ITIL best practices.”

With BMC RemedyForce, Quintica’s customers are enjoying an overall reduction in IT support costs; an increase in support staff productivity; an increase in first call resolution rates from 30% to 90%; and a vast improvement in customer satisfaction.

“RemedyForce also ensures that you are no longer faced with challenges such as lack of resources, up-front costs of hardware and software, poor processed, delayed time to value and current and up to date software. The software is not quick to deploy, but by being able to host it in the cloud you can also avoid serious on premise costs,” ends Ackerman.

BMC’s RemedyForce recently won the THINKstrategies, Inc’s SaaS award in its Best of SaaS Showplace (BoSS) Awards programme, which are aimed at promoting the measurable business benefits being delivered by today’s Software-as-a-Service (SaaS) solutions.