Case Study: BMC Software achieves 35% faster incident response with xMatters

BMC Software cuts incident response time by 35% with xMatters

BMC Software, a multinational software and services company, faced a cultural and operational challenge in transforming its network operations and customer service centers. With over 200 disparate development groups, integrating new systems and processes was a significant hurdle. BMC partnered with xMatters to overcome this challenge and drive faster service delivery.

The solution involved xMatters integrating with BMC's Salesforce Service Cloud and its own BMC Remedy solution. The xMatters platform was highly configurable, allowing every group to continue working in their preferred way without requiring a major change in process. This implementation by xMatters resulted in a 35% faster incident response, a 61% reduction in mean time to identify (MTTI), and a 30% reduction in mean time to resolve (MTTR), while also increasing employee satisfaction.

BMC Software