News

TULSA, Okla., Dec. 22, 2015 – Cloudaction, the leading BMC Remedyforce ITSM consulting and implementation firm in North America, recently completed a major Remedyforce consulting and implementation services engagement for a global networking technology company.

In the engagement, Cloudaction migrated and optimized the company’s service desk environment from its existing on-premises ticketing system to BMC Remedyforce, the market-leading cloud-based ITSM service desk solution built on the robust Salesforce1 platform. The company, which also employed Salesforce for customer relationship management, wanted to expand its use of Salesforce’s industry-standard cloud platform.

“We are very pleased to bring this complex project to a successful outcome for the customer,” said Cloudaction President and Co-founder Samir Kumar. “The result is a prime example of Remedyforce’s readiness as an enterprise solution that extends the benefits of service management beyond IT.”

Cloudaction configured Remedyforce to provide the customer with greater ITSM functionality and flexibility through automatic routing of service tickets, easier and more effective ticket escalations and SLA management, and increased interaction and quicker response times through Salesforce1 mobile app. Additionally, the configuration enables Remedyforce to support the unique reporting needs of the customer’s HR, Facilities, Engineering and Marketing departments.

To facilitate the worldwide launch of Remedyforce to more than 400 technicians from multiple departments and over 4,000 employees, Cloudaction created a user adoption training curriculum that included multiple live training sessions, detailed online user manuals, and short, informative “how to” videos. The curriculum accelerated user adoption of both technicians and end users.

“The nature of the customer’s business—a manufacturer of networking technologies used around the world, with the need to manage and monitor service requests across multiple divisions, and a global workforce—required specific customizations and integrations on the core Remedyforce solution,” Kumar said. “From the project’s outset, we collaborated closely with our customer’s IT and end users to build custom enhancements that not only aligned with their business processes, but also optimized and improved their processes. Our repeatable methodology, disciplined team approach and IP-driven delivery model were key to the success of this global Remedyforce rollout.”

About Cloudaction
Cloudaction is a cloud solutions firm focused on strategic consulting, implementation, integration, and innovation on and around the Salesforce1 (Force.com) platform. Our pure-play focus on the Salesforce1 platform spans Sales Cloud (CRM), Service Cloud (Customer Service), Remedyforce (IT Service Management), Cloud Coach (Project Management), OneLogin (Identity Management) and custom Salesforce1 solutions. Based in Tulsa, Oklahoma U.S.A., we are a global company serving the Americas, Europe, South Asia, and Australia. With satellite offices across the U.S. and a Center of Excellence for Salesforce1 development in Pune, India, Cloudaction delivers exceptional results, on time and on budget. Visit us on the web at www.cloudaction.com.