Case Study: Indian Private Conglomerate achieves prompt BMC Remedy ITSM support and increased ROI with Vyom Labs

BMC Remedy ITSM Suite Support for Indian Private Conglomerate

Indian Private Conglomerate, a Mumbai‑headquartered group prominent in retail, fashion and FMCG, needed robust support for their BMC Remedy ITSM Suite after experiencing slow vendor responses, lack of dedicated resources and ownership, poor coordination with BMC, no performance reporting or SLAs, and rising Opex. They engaged Vyom Labs to address these service and governance gaps.

Vyom Labs deployed a dedicated team with a Service Delivery Manager as single point of contact, defined clear SLAs and reporting, conducted quarterly reviews, and leveraged its long partnership with BMC to streamline issue resolution. As a result, the Indian Private Conglomerate achieved faster incident resolution and SLA adherence, greater transparency via regular performance reports, improved customer satisfaction, reduced internal vendor management overhead, and better ROI from support services.