Case Study: Buchanan Technologies achieves 250% increase in users managed while maintaining SLAs with BMC Software

Leading IT service provider Buchanan Technologies manages 250% more users while maintaining exceptional service delivery

Buchanan Technologies, a leading IT services provider with more than 850 employees, faced rapid growth as enterprises across the U.S. and Canada adopted its help desk and managed services. The company launched a transformational initiative to scale support and empower customers, but needed to maintain reliable, high-quality service delivery without adding IT resources.

By deploying BMC Remedy 9 ITSM Suite, TrueSight Operations Management and Client Management, Buchanan built an integrated, scalable digital service management platform that automated ticketing, added operational analytics, mobile support, and consolidated reporting. The solution enabled the existing team to manage a 250% increase in users and a 21% rise in call volumes while continuing to meet SLAs and improve visibility and productivity for customers and support staff.

Buchanan Technologies

Darvey Lavender

Director of Business Information Systems