Case Study: MeteoSwiss boosts employee productivity and speeds ticket resolution with BMC Software's MyIT and Smart IT

Federal Office of Meteorology and Climatology MeteoSwiss boosts employee productivity with a self-service helpdesk

Federal Office of Meteorology and Climatology MeteoSwiss, Switzerland’s national weather and climate agency, needed a more intuitive way for technical and business users to access ICT services. The challenge was to speed ticket entry, boost first-call resolution rates and encourage self-service with an engaging, app‑store–style interface.

Working with BMC partner ITConcepts, MeteoSwiss deployed BMC’s MyIT and Smart IT on Remedy Service Management Suite to deliver mobile self-service, free‑form ticketing, context‑aware services and social collaboration. The result: agents create tickets in half the time, ticket creation is ~50% faster, first‑call resolution jumped to 85–90% (from ~60–70%), service‑desk call volumes fell 30%, monthly captured tickets rose from ~250–300 to 600–650, and user satisfaction and engagement increased.

MeteoSwiss

Michel Camenzind

ICT Change Manager