Cloudaction delivered BMC Remedyforce Help Desk enhancements for a leading manufacturer and distributor of mineral-based products. The enhancements included the implementation of additional Remedyforce modules, including Service Request Management for standardizing user inputs and automating the fulfillment process; Change Management for standardizing change request processes, management and tracking; and Help Desk Analytics to add additional reporting and dashboard capabilities aligned with the client’s defined key performance indicators.
Industry: Digital Marketing
Cloudaction completed a Remedyforce implementation for a Manhattan-based digital marketing company. The implementation centered on Remedyforce’s Incident Management, Configuration Management, and Service Level Management functions. Remedyforce will also provide the client with a self-service portal to automate routine service requests, email integration for reporting incidents, and better visibility around service targets on service level agreements with internal customers.
Industry: Packaged Goods
Cloudaction completed an IT service management implementation for a leading producer of Greek-style yogurt to replace its existing on-premise help desk software with the cloud-based Remedyforce solution. The new environment provided the client with the tools to significantly reduce problem-resolution time and to eliminate its old paper-based request forms by leveraging the Remedyforce’s Service Request Management processes and self-service portal. In future implementation phases, the client will utilize Remedyforce’s Change Management capabilities and integrate the system with its enterprise resource planning (ERP) system.
A California-based non-profit health maintenance organization (HMO) engaged Cloudaction to replace a home-grown ticketing system with Remedyforce. Remedyforce’s capabilities will provide substantial improvements to both IT and the HMO’s business units, including automating interdepartmental workflows, refining New Hire and Access Request processes and implementing controls around Change Management.
Cloudaction completed a complex IT service management (ITSM) project at world’s leading manufacturer of computerized gaming equipment and software. The client’s Remedyforce Help Desk solution had been partially implemented by another vendor. At the client’s request, Cloudaction ITSM experts stepped in to assist the client’s technical team and business users in resolving all critical open issues on the live system; performed root cause analysis to pinpoint and solve critical recurring issues; assisted in the design and development of requested system enhancements; streamlined the release process; and recommended required tools and technology to manage the source code going forward. This project was completed using Cloudaction’s hybrid “onsite and offshore” model, which enabled the client to stay on schedule and on budget via Cloudaction’s round-the-clock global support.
A New Jersey-based healthcare management company selected Cloudaction to provide strategic consulting and implementation services for its cloud-based IT service desk and customer relationship management environment. The solution, built on BMC’s cloud-based Remedyforce Service Desk and Salesforce Sales Cloud, is designed to deliver enhanced ticket tracking and management; increased operational transparency; improved customer relationship management; improved reporting and analytics; and optimized business processes. The customer selected Cloudaction in a competitive bid based on Stonebridge’s deep IT service management experience.
Industry: Public Utility
A public water utility authority selected Cloudaction to provide advisory and implementation services for its cloud-based IT service desk. The solution, built on BMC’s Remedyforce Service Desk, will enable the client to better align IT service delivery with the needs of the business. Cloudaction provided Remedyforce implementation services that support ITIL processes for a comprehensive range of IT services management, including incident management, problem management, configuration management, service level management, change and request management, service request management and self-service delivery. The customer selected Cloudaction because of our demonstrated ability to provide integrated services for process improvement and technology implementation.
Industry: High Technology
A leading provider of technology solutions for the property and casualty industry engaged Cloudaction to provide cloud integration and consulting services for its Remedyforce Help Desk deployment. Specifically, Cloudaction provided Remedyforce customization and tuning support that will enable the client to quickly implement ITIL-based processes and 0070rocedures aligned with its business needs. The client selected Cloudaction for this engagement based on our deep IT Service Management expertise, prior successful Remedyforce implementations and collaborative “client centric” approach.
Industry: Professional Services
A leading HR/personnel assessment provider looked to Cloudaction in an IT transformation engagement focused on aligning the customer’s IT services with business objectives, isolating gaps in IT coverage, and identifying and documenting potential service improvements and the budgetary considerations. The customer also engaged Cloudaction to identify critical IT Infrastructure Library (ITIL) processes in preparation for a pending implementation of the cloud-based Remedyforce service desk solution. The client selected Cloudaction because of its deep knowledge of IT Service Management and leadership status as the only certified Remedyforce implementation partner in North America.
Industry: High Technology
A District of Columbia-based network communications company engaged Cloudaction to conduct a Remedyforce consulting engagement. Cloudaction customized and tuned the customer’s Remedyforce environment in order to better align its cloud-based IT Service Management capabilities with its business operations. The customer selected Cloudaction because of our deep partnerships with BMC Software and salesforce.com, and because we have more certified Remedyforce consultants than any other provider in North America.
Industry: Financial Services
A newly launched California-based mortgage insurance company engaged Cloudaction to provide Remedyforce consulting services. Specifically, Cloudaction provided Remedyforce customization and tuning support that enabled the startup company to quickly implement ITIL-based processes and procedures aligned with business needs. The customer selected Cloudaction because of our deep IT Service Management expertise, prior successful Remedyforce implementations and Cloudaction’s collaborative “client-centric” approach.