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TUI InfoTec Selects BMC's Remedy ITSM Suite for Enhanced Customer Support

March 05, 2012

TUI InfoTec has selected BMC Software’s Remedy IT Service Management (ITSM) Suite to enhance its customer service and IT systems support. TUI InfoTec is the IT services provider to TUI AG, which is Europe's largest travel group.


In order to understand the business needs of TUI InfoTec and cost of the project, BMC Software worked closely with ComConsult, a provider of IT management and enterprise solutions in Germany, Austria and Switzerland. BMC and ComConsult also analyzed what cost savings TUI InfoTec could expect by using the BMC Remedy solution, plus the project's estimated return on investment.

The implementation of the BMC Remedy IT Service Management Suite solution consolidated a legacy system in TUI InfoTec's data centers. BMC’s ITSM helped TUI InfoTec to quickly pursue their business target of becoming compliant with IT Infrastructure Library (ITIL) standards. The flexible ITIL solution eliminates the need for hard-coded customization and costly upgrades by the TUI InfoTec team. The solution also helps to streamline TUI InfoTec's ITIL implementation through configuration to maintain the highest levels of service management.

In a press release, Michael Cares, executive director, TUI InfoTec, said, “We are very pleased to work with BMC and ComConsult. Their holistic approach spanned the technical requirements of the ITSM platform and addressed essential processes, making the implementation successful from day one.”

The changeover was also a beneficial deal for customers. After the innovative development and deployment methodology, ComConsult organized a series of workshops for a rapid prototyping of BMC's ITSM solution. The approach helped to speed up the implementation process and enabled the system to be highly operational for its new users.

In the same announcement, Jason Andrew, vice president, worldwide strategic alliances and partners, BMC, said, “We are proud to have TUI InfoTec as a customer and we look forward to working with them in service management. This project is a superb example of great collaboration between a thought-leading customer, BMC and our partner, ComConsult.”

As per the information provided by TUI InfoTec, the company had over 300 individuals using the new system on the first day of implementation with no outages or issues preventing it from providing services.

BMC Software was in news recently when CITIC Telecom International CPC Limited integrated BMC software’s Remedy Action Request System (ARS) and Remedy Service Desk applications to improve its customer service platform.




Edited by Rich Steeves



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