Quintica Middle East, an IT service management and training firm, reportedly has dramatically improved the IT efficiency of the United Arab Shipping Company by using BMC RemedyForce via Salesforce.com, a cloud-based solution.
The automation and subsequent training has increased UASC’s quality and speed of their incident handling while reducing incident-related calls.
Prior to this project, UASC used a somewhat unreliable manual email system to coordinate their service desk operations.
Tracking the progress, hand-off and closure of service issues between multiple participants was subject to errors, resulting in the loss of emails and unsatisfactory follow-up especially during times of peak activity.
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