Easynet uses BMC to manage customer communication

Deployment of Remedy IT Service Management Suite sends customer satisfaction levels climbing

New technology improves Easynet's customer service processes

Hosting and services provider Easynet Global Services has deployed BMC Software’s Remedy IT Service Management (ITSM) Suite to "improve customer satisfaction and loyalty", according to the company.

It is using BMC’s ITIL-based service assurance platform to replace a patchwork of legacy products across 10 countries.

BMC’s Remedy suite now supports more than 4,000 service requests every month, integrating customer support, change, asset and request management.

Easynet said that using BMC Remedy has significantly reduced complexity, cut costs and increased efficiency while earning the highest customer satisfaction ratings when dealing with serious problems in Easynet’s history.

“Although our service management was OK, there were some aspects of the full management process including communication with customers that didn't please everyone [before we took on BMC],” said David Doherty, CIO of Easynet Global Services.

“We took this seriously and so started a project to improve it - the project was also set up to allow us be more consistent internally when managing faults in the service management process. BMC's technology helps us do that.”

Until recently, Easynet was wholly owned by BSkyB, but it changed ownership last week as the company was acquired by Lloyds Development Capital (LDC), leaving the management team in place.

“Although we've got new ownership, things are broadly the same. As far as customers and suppliers are concerned, it's business as usual. Lloyds has bought into our strategy and vision, so the focus is more on investment opportunities for us going forward,” said Doherty.

Easynet's customers include tyre manufacturer Bridgestone and Transport for London.