BMC's Remedy enables O2 to transform end-to-end service delivery

Software solutions provider BMC said that O2, the UK subsidiary of Telefónica, is leveraging BMC´s Remedy solution to deliver exceptional digital experiences to its 25 million customers and around 7,500 employees.

O2 became the second organization in the world to have been accredited with five stars by the Service Desk Institute in 2014 and has been ranked the number one mobile operator for customer satisfaction by UK communications regulator, Ofcom, for the seventh year running.* To maintain these accolades and to meet the growing expectations on customer´s demand for mobile data, O2 realized it needed a best-in-class service management solution to ensure it delivered on its commitments to customers.

For O2, Remedy is the engine behind its service for more than 25 million customers in the UK enabling higher productivity and faster problem resolution meeting the needs of its employees and partners through 375,000 internal cases and 200,000 help desk tickets a year. Remedy is at the heart of O2´s brilliant service delivery as it enables O2 an end-to-end view of the service lifecycle to stringently record and manage 100,000 change requests a year without adversely impacting the customers´ service experience.

O2 is a key supplier to the Smart Energy program in the UK. Under the Smart Metering Infrastructure Program, O2 will be responsible for connecting up to 23 million communication hubs. Remedy will be used to maintain asset registration and management of all services for the project. Remedy is uniquely situated for this project because of its reliability and scale.

BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management set of IT solutions is designed to make digital business fast, seamless, and optimized. From mainframe to mobile to cloud and beyond, we pair high-speed digital innovation with robust IT industrialization–allowing our customers to provide intuitive user experiences with optimized performance, cost, compliance, and productivity. BMC solutions serve more than 10,000 customers worldwide including 82 percent of the Fortune 500.