Customer Care Remedy

Needs 

LeasePlan Italia Group, European leader in the area of corporate fleet management, needed to provide its Customer Care Center with a set of effective software tools to enhance its service quality. The project developed by Venicecom allowed the customer to re-engineer its Remedy Customer Care application while including a set of new functionalities related to the Service Support Processes, following best practices of the ITIL (IT Infrastructure Library) framework. Thus the customer rolled out a series of online solutions to meet the pre-set goals: simplifying service accessibility, enhancing in-house andexternal communications, focusing on user needs, and better understanding of the dynamics and impacts of registered incidents. The platform chosen for the Customer Care and Service Support solution is BMC ARS Remedy.

Solution 

Venicecom migrated and customised the customer care Remedy application on a new infrastructure, handling start-up and the configuration activities. Currently, Venicecom provides the following high-level services: functional analysis, corrective and change maintenance, service support and dedicated hosting in its own data center. The application is exploited via a Remedy user client (VPN channel), a web browser via the company'sintranet (VPN channel) and through the Internet.

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