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Remedy

SecureInfo Corporation specializes in comprehensiveenterprise security management solutionsfocusing on government, financial, and healthcaree-business security. SecureInfo provides a continuumof information security options that combatviruses, hacker attacks, and other vulnerabilities, aswell as providing consulting to identify possiblecyber weak spots and product training.

“With Remedy Customer Support,we are greatly enhancing our customer supportcapabilities.”

– Kevin Morgan,Director, Customer Support

SecureInfo Corporation specializes in comprehensive enterprise security management solutions focusing on government, financial, and healthcare e-business security. SecureInfo provides a continuum of information security options that combat viruses, hacker attacks, and other vulnerabilities, as well as providing consulting to identify possible cyber weak spots and product training.

The need for cyber-security, exemplified by recent email virus and worm attacks, continues to grow. Computer hackers have become more adept and malicious as security technology continues to evolve. Serious hacker attacks resulting in compromised government, healthcare, or financial systems could have dire consequences for consumers and world markets.This threat, along with heightened awareness of all terrorism in the past few years, has fueled the demand from both government and commercial sectors for SecureInfo’s products and services.

The Need for a Comprehensive Customer Support Application

As SecureInfo’s business demand has grown, so has the need to provide top-notch customer support. An in-house developed application initially met the needs of the customer support team, but SecureInfo soon outgrew the application.The home-grown application permitted too much variability in the entry of data related to customers and issues.This inconsistency in data made much needed business reports difficult to produce. “One customer might have six different entries, so finding the current issue for that customer could be quite difficult,” states Kevin Morgan, Director, Customer Support for SecureInfo.

Moreover, automatic tracking of issues was not possible, and crucial data could not be passed automatically to the product engineers or managers when an issue had to be escalated.As a result, the possibility of losing an important customer issue or failing to close the loop on an issue was increased.

SecureInfo wanted a clear picture of customers, product issues, enhancement requests and other internal business processes. Morgan remarks,“We needed a technology that could be deployed quickly and one that was flexible enough to be modified as our needs changed.”

Securing Complete Customer Information

SecureInfo selected Remedy Customer Support to meet their needs. By implementing Remedy Customer Support, SecureInfo leveraged the application’s out-of-the-box best practice customer support processes and built-in escalation models.They used business-specific information to populate the built-in knowledge base to promote quicker resolution of customer issues and increased staff productivity.And, they accomplished this all quickly; the implementation was completed in less than three months.

Now, SecureInfo can accurately search and view customer interaction histories.“We can run reports by customer to find out the major issues they have encountered.This has been critical for our account management team, providing them with an overview and insights into the customer’s needs for additional products or services,” states Morgan. “Having one place to go for all the customer information is a huge benefit for us,” he adds.

Measuring Service Delivery with Remedy Service Level Agreements

SecureInfo has implemented Remedy Service Level Agreements (Remedy SLA) to initiate the use of SLAs to define, measure, monitor, and manage both real-time and aggregate service delivery parameters to ensure that all service level commitments, both internal and external, are met. This will become an increasingly important customer support tool as SecureInfo’s business continues to grow.

Customer Information Guides ProductDevelopment

Using Remedy Customer Support enables customer issues, questions, and requests for enhancements to be introduced into the product development cycle. Remedy Customer Support provides product managers and engineers with real customer input to use when creating the next round of product and services.

Expanding Remedy Beyond Customer Support

As SecureInfo’s business needs have grown, the company has expanded their Remedy implementation to build custom applications on Remedy’s Action Request System® (AR System), the underlying platform to Remedy Customer Support. Morgan states,“The ability to modify AR System and add custom applications is critical for us as our business changes and grows. The flexibility of Remedy’s technology is the main reason I wanted to implement it here. You can do practically anything with AR System.”

For example, SecureInfo has built a custom order management application on AR System. When an order is received, a set of automated processes initiate fulfillment of the order.This order management system is integrated with the Remedy Customer Support database.

Future Plans

A key element of SecureInfo’s future plans is to implement Remedy Flashboards® for management. “We are going to make Remedy Flashboards available to our executive team to show them how customer support is meeting customer satisfaction levels, and look for ways to improve our processes to accelerate responsiveness,” states Morgan.

About Remedy

Remedy, a BMC Software company, delivers Service Management software solutions that enable organizations to align internal and external service and support processes to business goals. More than 10,000 customers worldwide, ranging from small and medium businesses to global enterprises, have chosen Remedy software.As a key enabler of enterprise-wide Business Service Management, Remedy helps customers automate support processes, improve service levels, manage assets, and lower costs. Remedy IT Service Management for the Enterprise, Magic IT Service Support for the Small and Medium Business, and Remedy Customer Service and Support combine industry best practices and flexible application platforms to enable customers to easily adapt their Service Management solutions to unique and changing requirements. Remedy.Your Business, Your Way™.