RemedyForce
Salesforce has joined forces with BMC software to create a cloud-based IT Help Desk called Remedyforce. IT departments support an increasingly complex configurations of infrastructures, platforms, servers, networks, mobile devices, public & private clouds, and software packages. IT’s focus should be on driving business growth and innovation, but they also have to “keep the lights on”. Remedyforce is an IT Service Management solution that manages ITIL service components like problem management, configuration management, incident management, service level agreements, and change management.
Remedyforce capabilities include:
- Runs in the cloud (no software, no hardware, no maintenance)
- ITIL (best practices are built in)
- Self Service Portal (users can raise incidents themselves or initiate standard IT requests like software access requests even from mobile devices)
- Knowledge base (users can solve problems themselves)
- Agents are more productive (Remedyforce dashboard manages calendars, incidents, agent performance, priorities, and tasks)
- Collaboration with other agents (Chatter)
- Broadcast companywide messages (Agents, Management, Staff)
- Group incidents into problems (improves root cause analysis)
- Configuration explorer (impact assessments)
- Approval process
Benefits:
- 25% increase in first call resolutions
- 20% reduction in mean times to resolution
- 60% reduction in unplanned downtime
- 50% increase in call deflection
If you would like to learn more:
With the rapid evolution of technology, Salesforce solutions are ever-changing and improving features. Contact our team for up-to-date information.
About the Author: Paul Selway
