By GlobeNewswire, September 16, 2013, 09:00:00 AM EDT
BMC Technology Raises Same Day Problem Resolution to 98 Percent
HOUSTON, Sept. 16, 2013 (GLOBE NEWSWIRE) -- Sun International -- a leading global developer, investor and manager of businesses in the hotel, resort and gaming industries -- has deployed BMC Remedy ITSM in order to help streamline problem resolution across its Housekeeping, Maintenance, Food and Beverage, and Security departments.
Guest experience is the top priority for Sun. BMC Remedy allows all guest requests to be tracked, managed, and responded to in a fast, seamless manner, ultimately saving costs and improving staff efficiency, which resulted in highly proficient guest services. Sun management also uses BMC Remedy to identify trends in guest requests, enabling them to anticipate guests' needs and respond in record time.
Key Facts to Know
The implementation of BMC Remedy has enabled Sun International to introduce better, more efficient guest services that not only underpin the company's philosophy of exceeding customers' expectations but also enable it to take advantage of vital management information.
Since the implementation of BMC Remedy, 98 percent of Sun housekeeping tickets are resolved the same day, giving both the help desk and the business a clear picture of departmental performance. BMC Remedy was chosen because it seamlessly integrates with other software packages that Sun IT uses to run its day-to-day operations in an efficient and cost effective manner.
Known for its hotels, resorts and casino destinations, Sun first planted its roots in 1979 with the development of Sun City, an entertainment resort 2 hours west of Johannesburg. Sun City was a first for the South African market; bringing out superstars such as Frank Sinatra, Queen, Elton John, Bryan Adams, Black Eyed Peas, Rihanna, Pink and Counting Crows.
For more information on how Sun is using BMC Remedy, see the complete case study here.
Dave Norman, Group IT Services Manager, Sun International Management Ltd.:
"From an integration perspective, we already were using several tools that we wanted to fully integrate into a service desk, including Microsoft's configuration management system and a Contact Center that is used by both our IT service desk and our Central Reservations department. After analysis, we realized that BMCRemedy was "the one" from a partner, technical and pricing perspective.
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