Delivering measurable results for our customers.
Making the cloud work better means delivering business value to our customers, day in and day out. That’s what Cloudaction is all about.
Case studies
Software Company
Solutions: Salesforce, Sales Cloud, Service Cloud
The client, a global leader in enterprise infrastructure software development, uses Salesforce Sales Cloud and Service Cloud extensively. Its primary sales channel consists of a large partner network of distributors and value-added resellers. The company provides these partners, via a secure partner portal, access to a number of internal applications, including Flexera, Okta, Academy LMS, Partner Zone Portal, and MSP Portal. The company’s user support team was burdened by the need to field thousands of calls each month from partners to grant, change, or revoke access to internal applications. The client engaged Cloudaction to develop a user management function within its partner portal. This feature gives partner managers the ability to approve access requests from their assigned partners/users—and thereby reduce the support team’s workload. The benefits of the self-service user management function, which was built in Salesforce Lightning with custom components, include:
- Partner managers can log in to the portal and see a list of all users from a specific distributor or reseller.
- Partner managers have the ability to add new users.
- The functionality allows them to set up access to various apps for users directly from Salesforce.
- A user record displays the specific applications available, and provides the ability to modify access.
- Access requests, once submitted in Salesforce, are integrated with Okta in real time. Additionally, requests are integrated with downstream systems such as Flexera, Academy – LMS, Partner Zone Portal, MSP Portal using REST APIs to manage user provisioning.
- Provisioning status is displayed on the partner portal so partner managers can monitor the status of the requests.
World-Renowned Clinical Research Center
Solutions: TrueSight Operations Management, BMC Discovery, BMC Client Management, Remedyforce, actionHub
The customer is a private, not-for-profit clinical research center. It is rated as one of the top cancer hospitals in the world.
Cloudaction was engaged by the customer to enhance its ITSM capabilities to better address the shared goals of the IT department and business users. Simultaneously the customer wanted Cloudaction to create a strategic roadmap and timeline for go-forward initiatives that incorporate best practices and account for dependencies between service management processes.
- Cloudaction collaborated with the customer’s IT team to enable a single “big picture” view of data center operations, implementing TrueSight Operations Management and developing key performance indicators (KPIs) for service availability, including flagging high-priority alerts.
- Cloudaction enabled BMC Discovery to automate asset discovery and dependency mapping for DCO devices.
- Cloudaction configured the CMDB and asset management solution to help asset managers reconcile discovery data from multiple sources and managed configuration items.
- Cloudaction enabled Remedyforce Problem Management module to automate root cause analysis on open issues.
- Cloudaction architected BMC Client Management to discover and manage user endpoints, automate software patching and deployment, manage licenses on user devices, and provide real-time remote access capabilities to service desk staff.
- The integrated ITSM solution also transformed the user experience and increased customer satisfaction via new Self Service capabilities, an improved incident form, and more.
Five9
Solutions: Remedyforce, Service Cloud, actionHub
Five9 handles more than three billion customer interactions annually for the 1,000+ clients that use its call center software. When those customers call for support, rapid response is a top priority. Getting the right data through the support chain was a manual effort involving too much duplicate data entry. Five9 engaged BMC premier partner Cloudaction to replace its outdated ticketing system with BMC Remedyforce to provide real-time, cross-team collaboration that would improve the customer experience. BMC Remedyforce captures, tracks, and reports on incidents and makes data available to all support teams, regardless of location, time zone, or language. Cloudaction leveraged its actionHub™ integration accelerator to create an enterprise solution that facilitates real-time collaboration across the enterprise: among agents using Salesforce.com Service Cloud, operations, people using BMC Remedyforce, and developers using Rally Software.
- Single-click escalation to the next support tier eliminates duplicate effort, saving time, increasing accuracy, and reducing resolution times.
- Automated data flow and status updates across Service Cloud, Remedyforce, and Rally improved operational level agreements (OLAs) by 70% and saved four full-time equivalents (FTEs).
- The ability to assess “the temperature of the customer,” visibility into SLAs and OLAs.
Weatherford International
Solution: Remedyforce
A leader in the sustainable development and production of oil and gas resources, Weatherford provides innovative products and services that allow oil and gas companies to efficiently develop new resources and maximize recovery from producing oil reservoirs. Working together, Cloudaction and Weatherford consolidated eight regional service desks into a seamless operation that offers global support with local flavor. BMC Remedyforce handles 26,000 transactions monthly, capturing and tracking all incidents, routing them automatically for faster resolution, providing in-depth reporting, and reducing support costs. Remedyforce captures and accurately assigns every incident, ensuring exceptional support to Weatherford operating units in more than 100 countries, while taking into account time zones, languages, and other local characteristics. Eventual plans include integrating the monitoring of oil rig sensors to generate and route tickets to the appropriate technician.
- With a consolidated service desk, staffing for software management and maintenance dropped by two full-time equivalents (FTEs), saving more than $300,000 annually.
- 1/3 of incidents are now submitted via the self-service portal and assigned automatically, reducing call volumes and fast-tracking troubleshooting efforts.
- Employees spend less time getting support and more time assisting customers.
Multi-location Retail Company
Solution: ServiceNow ITBM
One of the largest retail home improvement companies, with approximately 2,500 locations throughout North America, engaged Cloudaction to lead a business-critical ServiceNow IT Business Management deployment with an expedited timeline. The business driver for the accelerated implementation was in support of a $28 million enterprise infrastructure initiative to re-cable the company’s 1,700+ retail locations in the United States. The client selected ServiceNow ITBM Project Portfolio Management and engaged Cloudaction to lead the implementation. The Cloudaction team, consisting of ServiceNow-certified experts from the company’s U.S. and India offices, completed the PPM rollout in four weeks, ahead of the client’s timeline.
Manufacturing Company
Solution: Remedyforce
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.
Digital Marketing Company
Solution: Remedyforce
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.
Packaged Goods Company
Solution: Remedyforce
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.
Healthcare Company
Solution: Remedyforce
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.
Gaming & Entertainment Company
Solution: Remedyforce
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.
Healthcare Provider
Solution: Remedyforce
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.
Public Utility Company
Solution: Remedyforce
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.
Technology Solution Provider
Solution: Remedyforce
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.
HR Professional Services Company
Solution: Remedyforce
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.
Communications Company
Solution: Remedyforce
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.
Financial Services Company
Solution: Remedyforce
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.