|[February 25, 2013]
CUSTOMER SUCCESS: AtTask Employees Boost Productivity with BMC Software
HOUSTON --(Business Wire)--
AtTask is a leading provider of SaaS (News - Alert) work management software focused on
improving how knowledge workers organize and manage their efforts to
drive business goals. The company was searching for an end
user experience monitoring tool to provide visibility into the
actual end user experience, ensure high quality service and gain
insights into how its product could be improved over time.
AtTask chose the BMC End User Experience Management solution from BMC
Software (NASDAQ: BMC)
because it precisely fit the company's needs in this area and could be
easily deployed for quick time to value.
"With the SaaS model, we really need to see what our users are seeing in
order to offer them a unique and customized value proposition," said
Wade Billings, director of operations at AtTask. "Before EUEM, we had to
do a lot of guess work. The only feedback we received was from support
channels where someone would pick up the phone and say that our
application was running slow. Now we're able to provide our customers
with proactive information, before they even know there is an issue, and
advise them on how to make the application better."
The BMC End User Experience Management solution helped AtTask create,
for its customers, applications that can generate data at very granular
levels. "This helps our customers create very specific reports to help
them with planning," said Jared Neilsen, manager of SaaS Hosting
Operations Center at AtTask. The End User Experience Management solution
also provides AtTask visibility into how customers are using their
application. "We can now see the actual adoption rate of specific tools
and applications and measure how many people are shifting from old
feature sets to new ones. EUEM solution provides us with insight into
how engagd customers are - information that is like gold for our sales
AtTask had no visibility into the user experience and therefore had to
rely on guesswork or after-the-fact user feedback to manage application
The company deployed the BMC End User Experience Management solution,
which provided granular data from a user perspective, as well as the
capability to generate very specific custom reports.
With the BMC End User Experience Management solution, AtTask has
experienced a number of benefits, including:
Better performance, with the ability to identify issues before they
cause problems for end users
Quick time to value
Higher sales department efficiency, with the ability to accurately
target customers who need extra attention based on low product usage
Smarter product development based on a clearer picture of users'
behavior and their uptake of new features
For more information on the AtTask implementation and the BMC End User
Experience Management solution, please:
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organizations around the world -- from small and mid-market businesses
to the Global 100 -- rely on BMC Software (NASDAQ: BMC) to manage their
business services and applications across distributed, mainframe,
virtual and cloud environments. BMC helps customers cut costs, reduce
risk and achieve business objectives with the broadest choice of IT
management solutions, including industry-leading Business Service
Management and Cloud Management offerings. For the four fiscal quarters
ended December 31, 2012, BMC revenue was approximately $2.2 billion. www.bmc.com
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