Customers can now track the progress of their own incidents and requests
Data storage and virtualisation firm Tradentrix is implementing BMC Software’s easy-to-learn and use, affordable SaaS-based help desk offering, BMC Remedyforce Service Desk to accelerate the adoption of IT Infrastructure Library (ITIL) standard processes for incident, problem, change and asset inventory management.
In Remedyforce Service Desk, BMC combined its twenty years of experience in delivering ITSM offerings with the power and stability of salesforce.com’s proven cloud platform: Force.com.
Tradentrix enhances the responsiveness with its customers and service network, with the functionality and scalability of the BMC Remedyforce Service Desk platform.
With the BMC Remedyforce Service Desk, Tradentrix customers can now track the progress of their own incidents and requests and they also are provided same-day service with a streamlined process that enables multiple employees to access service issues.
Tradentrix relies on SaaS-based offerings to drive greater efficiency in their service desk and IT operations.
Tradentrix CTO and Engineering vice-president Brian Trudeau said Remedyforce allows Tradentrix to track incidents for the customers and provide problem resolution in a timely manner.
"With BMC, we can very easily monitor SLAs and give customers transparency into their incidents," said Trudeau.