|View printer-friendly version|
Opto-digital leader reports a 60 per cent increase in IT response times in just under three months
SYDNEY, September 25, 2017 – BMC, a global leader in IT solutions for the digital enterprise, today announced that Olympus Australia, a leading manufacturer of professional opto-digital products, including cameras, medical and life sciences equipment, has chosen BMC’s Remedyforce solution to transform the delivery of IT services.
ITIL (IT Infrastructure Library) was the organisation’s preferred, best practice methodology, with BMC’s Remedyforce the platform to offer a single, transparent view of IT.
Cliff Wheatley, IT Operations Manager at Olympus explains, “We chose BMC Software because of its clear framework for service delivery and best practice.
“Out-of the-box, Remedyforce is ITIL compliant, something we’ve all been trained on previously, and the technology doesn’t require too much customisation. It has the right workflows, is cloud based, and its open architecture can easily be integrated with other products, now, and in the future. Because it’s built on the Salesforce App Cloud, it also linked directly into our CRM, and our email, so everything can be tracked and recorded seamlessly between IT and the end-user.”
Prior to using Remedyforce, Olympus employees had little to no visibility into the status of their IT requests, and the process of IT service delivery was very manual. Rather than logging tickets, Olympus staff would resolve an issue by speaking, phoning, or walking up to the IT team. The business was also operating without metrics around IT service delivery and fostering accountability in the team was difficult.
“This was slowly causing mayhem as there was no way to track issues and report back on them. We had no baseline to measure our performance,” Wheatley adds.
Today, however, Olympus IT service delivery tells a very different story.
Remedyforce has provided staff, or ‘customers’ as Wheatley calls them, with complete visibility into the status of their jobs, and if Olympus staff request new hardware, they can view the status of their order right through from processing to delivery.
Since the rollout of Remedyforce in April, Olympus has seen a 60 per cent decrease in response times back to customers. To complete work and finish tasks, what used to take ten days can now be completed in three or four, with jobs older than seven days reduced by more than half.
Wheatley adds, “Olympus IT had a lot of ‘scale’ jobs that traditionally would take 30 to 40 days to complete. These have now reduced by 50 per cent. And while the workload is the same, the responsiveness of the IT team has dramatically improved.
“IT has now been consolidated into a single platform, where staff don’t need to think about or remember who is working on their specific task, because Remedyforce offers it all in one place.”
Delighted by their success internally, Olympus is now looking at using the platform to provide service delivery for external customers in the next 6-12 months.
“Moving forward, Remedyforce will be the central platform as Olympus expands its IT service transformation, reaching external suppliers and customers too,” Wheatley added.
Discussing Olympus’ relationship with BMC, Wheatley explains, “The engagement with BMC has been hugely positive for us. BMC offered the experience and guidance we needed, and were frank and honest, providing suggestions for areas of improvement along the way. From build, to testing and implementation, the process has been seamless from an end-user perspective. There’s been very little push back and friction from staff, and the technology has been adopted by Olympus employees wholeheartedly.”