Case Study

BMC Remedy: More than just ITSM

All change at leading BPO provider

When a leading BPO service provider asked us to help improve productivity by 15% and achieve significant cost savings, it was clear that some radical innovations would be required through operational process re-engineering, systems implementation and people change.

The core enabler of transformation would be a new work management toolset, which provided a common, collaborative platform deployed across HQ and 9 regional service centres – including off-shore – where straight-through processing and automation could be maximised.   This tool…

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