Case Study: BMC Software achieves a socially connected, more productive IT service desk with Salesforce Remedyforce

BMC Software - Customer Case Study

BMC Software, a 30‑plus‑year leader in IT management, faced the challenge of staying ahead as cloud and social technologies reshaped the industry. To remain a pace‑setter—not a follower—CEO Bob Beauchamp drove a cultural and technical shift to connect 6,000+ employees and modernize BMC’s offerings.

Partnering with Salesforce, BMC built Remedyforce, a cloud‑based, socially enabled IT service desk that speeds ticket handling, embeds best practices, and lets agents collaborate in real time (Beauchamp uses Chatter on his iPad to stay engaged). Customers report up to 90% better first‑call resolution, 33% fewer live phone calls and 30% higher agent productivity—delivering significant cost savings and improved customer satisfaction.

BMC Software

Bob Beauchamp

Chairman and Cheif Executive Officer