Case Study: BMC Software achieves 60% reduction in opened chat sessions and 25% increase in customer-guided searches with Toonimo

BMC Software - Customer Case Study

BMC Software Inc., a leading US technology company focused on performance and cloud management, needed to scale its customer support, cut high support costs, and reduce lengthy phone and chat wait times by encouraging self-service. To address this, BMC deployed Toonimo’s Support Menu/Search Bar to offer targeted FAQ-driven guidance before customers could initiate a chat.

Toonimo’s in-page search widget was integrated without involving BMC’s IT team and proactively directed users to self-help resources, freeing agents for complex issues. The result: an average 60% reduction in opened chat sessions and a 25% increase in customer-guided searches on the BMC support bar, with improved customer satisfaction, lower support costs, and better allocation of support resources.

BMC Software