Customer Success: Lumen21 Delivers 7000+ Percent ROI with BMC Remedyforce, Landing Top Industry Honor
Leading consulting firm recognized for outstanding technology ROI
HOUSTON--(BUSINESS WIRE)-- For leading technology consulting firm Lumen21, its rapid business growth had clearly exposed the shortcomings of its outdated help desk system. Spiking operational costs and antiquated IT processes stifled the companys ability to quickly deliver high levels of service for its clients.
Determined to make a change, Lumen21 set out to upgrade its help desk, selecting the BMC Remedyforce Service Desk solution -- a decision that subsequently helped the company achieve an incredible 7,148 percent return on investment (ROI). This, in turn, earned Lumen21 the Nucleus Research Technology ROI Award.
With the help of BMC Software (BMC), we have been able to realize real and significant business benefits, including major cost savings and an incredibly high return on our Remedyforce Service Desk investment, said Ed Don, president, Lumen21. Lumen21 realized full project payback within one week of implementation, and was better able to support its remote locations and minimize the manual work associated with help desk tasks. We are honored that Nucleus Research recognized the success of our efforts with the Technology ROI Award.
By automating previously time consuming tasks such as IT service ticket generation, email responses, ticket updates and customer satisfaction surveys, Lumen21 was able to increase IT support productivity by 30 percent and more importantly increased customer satisfaction by over 20 percent.
The Nucleus Research Technology ROI Award honors organizations that have successfully leveraged IT deployments to maximize value per dollar spent. Lumen21 was among the companies with the highest cumulative return on investment.
This award recognizes companies that are able to demonstrate the link between IT strategy and business goals, said Rebecca Wettmann, vice president of research, Nucleus Research. Lumen21 did an excellent job illustrating this with its BMC Remedyforce Service Desk implementation and clearly showed how they were able to reduce operational costs while increasing productivity to achieve industry-leading return on investment for a technology deployment.
Since 2003, Nucleus Research has sponsored the Technology ROI Awards to recognize the top ten technology deployments based on the actual value returned from the project. Full ROI case studies are developed for each winner and the complete list of winners can be found on the Nucleus Research web site.
For more information about Lumen21 and their successful implementation of the BMC Remedyforce Service Desk solution, please visit:
- Nucleus Research ROI Case Study: Lumen21
- Video: Lumen21 Client Satisfaction Increased 20% using Remedyforce
- BMC Case Study: Lumen21
For more information about BMC and the BMC Remedyforce Service Desk solution, please visit:
Lumen21 is a leading consulting firm specializing in Managed Services, Custom Application Development and Infrastructure Optimization. LUMEN21 works with clients to provide visibility and control of their physical, application and operations environments. LUMEN21 consultants are equipped with the methodology and tools that allows them to integrate the business issues and the needed technology solutions to address them.
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Source: BMC SoftwareCopyright Business Wire 2012