BMC Software, Inc. : Customer Success: Lumen21 Delivers 7000+ Percent ROI with BMC Remedyforce, Landing Top Industry Honor
07/02/2012| 07:50am US/Eastern
Leading consulting firm recognized for outstanding technology ROI
For leading technology consulting firm Lumen21,
its rapid business growth had clearly exposed the shortcomings of its
outdated help desk system. Spiking operational costs and antiquated IT
processes stifled the company's ability to quickly deliver high levels
of service for its clients.
Determined to make a change, Lumen21 set out to upgrade its help desk,
selecting the BMC
Remedyforce Service Desk solution -- a decision that subsequently
helped the company achieve an incredible 7,148 percent return on
investment (ROI). This, in turn, earned Lumen21 the Nucleus
Research Technology ROI Award.
"With the help of BMC Software, we have been able to realize real and
significant business benefits, including major cost savings and an
incredibly high return on our Remedyforce Service Desk investment," said
Ed Don, president, Lumen21. "Lumen21 realized full project payback
within one week of implementation, and was better able to support its
remote locations and minimize the manual work associated with help desk
tasks. We are honored that Nucleus Research recognized the success of
our efforts with the Technology ROI Award."
By automating previously time consuming tasks such as IT service ticket
generation, email responses, ticket updates and customer satisfaction
surveys, Lumen21 was able to increase IT support productivity by 30
percent and more importantly increased customer satisfaction by over 20
The Nucleus Research Technology ROI Award honors organizations that have
successfully leveraged IT deployments to maximize value per dollar
spent. Lumen21 was among the companies with the highest cumulative
return on investment.
"This award recognizes companies that are able to demonstrate the link
between IT strategy and business goals," said Rebecca Wettmann, vice
president of research, Nucleus Research. "Lumen21 did an excellent job
illustrating this with its BMC Remedyforce Service Desk implementation
and clearly showed how they were able to reduce operational costs while
increasing productivity to achieve industry-leading return on investment
for a technology deployment."
Since 2003, Nucleus Research has sponsored the Technology ROI Awards to
recognize the top ten technology deployments based on the actual value
returned from the project. Full ROI case studies are developed for each
winner and the complete list of winners can be found on the Nucleus
Research web site.
For more information about Lumen21 and their successful implementation
of the BMC Remedyforce Service Desk solution, please visit:
For more information about BMC and the BMC Remedyforce Service Desk
solution, please visit:
Lumen21 is a leading consulting firm specializing in Managed Services,
Custom Application Development and Infrastructure Optimization. LUMEN21
works with clients to provide visibility and control of their physical,
application and operations environments. LUMEN21 consultants are
equipped with the methodology and tools that allows them to integrate
the business issues and the needed technology solutions to address them.
Business Runs on IT. IT Runs on BMC Software.
Business runs better when IT runs at its best. That's why more than
20,000 IT organizations - from the Global 100 to the smallest businesses
- in over 120 countries rely on BMC Software (NASDAQ: BMC) to manage
their business services and applications across distributed, mainframe,
virtual and cloud environments. With the leading Business Service
Management platform, Cloud Management, and the industry's broadest
choice of IT management solutions, BMC helps customers cut costs, reduce
risk and achieve business objectives. For the four fiscal quarters ended
March 31, 2012, BMC revenue was approximately $2.2 billion. For more
information, visit www.bmc.com.
BMC, BMC Software, and the BMC Software logo are the exclusive
properties of BMC Software Inc., are registered with the U.S. Patent and
Trademark Office, and may be registered or pending registration in other
countries. All other BMC trademarks, service marks, and logos may be
registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their
respective owners. © Copyright 2012 BMC Software, Inc.
Scott Pace, +1 813 514 3815
Analisa Schelle, +1 415 677 2721
© Business Wire 2012