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London-based IT services company protects sterling reputation with easy-to-use BMC help desk solution
Published on 06 Jul 2012
With a tag line of “taking it personally,” Oryx Align, a London-based IT services company, built its business on providing each of its customers with personalized service versus implementing a ‘cookie-cutter approach.’ The model quickly attracted customers, and the exponential growth required Oryx Align to adopt a more efficient approach to addressing customer demand or risk besmirching its growing reputation as one of London’s superior IT services organizations.
Oryx Align could no longer rely on its old belt and braces system of logging client calls, as managing director Carl Henriksen explains, “When we took service calls, they weren’t being fielded by any particular system, but with a mixture of spreadsheets, haphazard call-logging and a forest of stick-on notes.”
Keith Christie-Smith, technical manager for Oryx Align, adds, “Using BMC TrackIt has streamlined Oryx Align’s processes, allowing us to easily manage our clients’ hardware on-site, without attending the site and wasting time performing manual audits. Previously, it would take us a whole day to audit our customers’ equipment. With BMC’s TrackIt solution, we can now complete an audit on a particular machine within a few minutes.”
Exponential growth exposed manual processes that could not scale with customer demand.
Oryx Align evaluated two solutions – BMC Software’s (NASDAQ: BMC) TrackIt and Hornbill Essentials. The company selected BMC TrackIt because it’s an effective, simple-to-use and quick to implement help desk system. BMC TrackIt has streamlined Oryx Align’s processes, allowing for easy management of its clients’ hardware without visiting the site and wasting time performing manual audits.
Oryx Align can now monitor the status of its clients’ assets to ensure they are effectively supported. Streamlined IT processes saves valuable time – both for Oryx Align and its customers – allowing for better management of clients’ hardware.
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