BMC ® Remedy ® Customer Support, the flagship application within the Remedy Customer Service and Support suite, improves customer satisfaction while managing support center costs.

Remedy Customer Support combines rich functionality to track and resolve customer issues more quickly, with the ability to seamlessly integrate to other applications within the suite — or to other enterprise systems within a company.

This solution ensures that representatives have the necessary information and the requisite tools to provide the level of service your customers deserve.

Customer Service and Support highlights:

• Integrated Problem Management Functionality differentiates interactions from problems, to enhance the issue resolution workflow and track progress. This ensures an end-to-end problem resolution.
  
  
• Productivity Tools help with quicker resolution of customer issues, including a built-in knowledge base, email support, and the ability to search and view customer interaction histories.
  
  
• Flexible Process Modeling easily designs and embeds your best practices into customer-facing interaction systems, ensuring customer service your way, every time.
  
  
• Self-Service Functionality, straight out of the box, provides customers with the ability to search, submit, update, or check issues in a knowledge base. Customers benefit from this easily accessible 24x7 support, improving customer satisfaction and reducing calls into the call center.
  
  
• Entitlement and Contract Management quickly validates which customers are authorized for service, and the response times that the service MUST be delivered to meet expectations.