Case Study: Telekom Austria Group achieves 100% availability and rapid cloud-based service management with BMC Software's Remedy OnDemand

Telekom Austria Group empowers its $4B business with cloud-enabled digital service management

Telekom Austria Group (TAG), a $4B telecommunications provider with operators including Mobiltel, needed to transform its Operations Support Services to speed development and delivery of new digital services amid intense competition, regulation, and rising customer expectations. Mobiltel in Bulgaria, serving 4.2 million customers, required faster, more scalable service management to support multiple operators across the group.

Working with BMC and Bright Consulting, TAG replaced its on‑prem Remedy with Remedy OnDemand v9 in the cloud, deploying a single instance for five operators in under three months with complex integrations. The cloud solution delivered 100% availability, ~1.15s average login, supports 1,500+ daily service requests handled by 700 support staff for 4,000 employees, and will soon add mobile Smart IT/MyIT access to further improve productivity.

Telekom Austria Group