ESM Efficiency: How Buchanan IT improved quality of service and doubled case support volume

Buchanan Technologies has provided help desk support and managed services to enterprises across the U.S. and Canada since 1988. The company has experienced rapid growth in recent years, swelling to more than 850 employees. From IT help desk to cloud transformation and cybersecurity, Buchanan has earned a reputation for flexible, personalized service that provides strong technical expertise with a human touch. The company prides itself on going to extraordinary lengths to earn its customers’ trust.

“We can ensure that customer environments are as good as they can be today and that we constantly improve reliability and performance over time,” said Darvey Lavender, Director of Business Information Systems at Buchanan Technologies.

However, this rapid growth increased the complexity of IT service management (ITSM). To scale, the company had to grow and maintain the high level of service that it provided to its customers — both internal and external — without costing additional IT resources. Buchanan knew it would need to deploy ITSM to automate IT workflows to accomplish this goal.

It’s a common problem for IT service desk operations, whether they’re serving internal users alone or managing help desk and IT support as a service for external customers. Many ITSM solutions still involve manual processes in many organizations, which results in slow, inaccurate service that increases cost and reduces productivity. It’s a particularly painful problem for rapidly growing companies because manual IT support cannot scale efficiently.

After evaluating several vendors, Buchanan selected BMC Helix based on functionality, scalability, and ease of integration with third-party systems. Specifically, Buchanan deployed:

• BMC Helix ITSM: Provides cloud-native IT service management that leverages AI and automation to reduce response time, correlate incidents in real time, and provide proactive problem identification.

• BMC Operations Management: Delivers end-to-end performance monitoring and event management, using AIOps to learn behavior and analyze and prioritize event data. As a result, IT ops teams can predict problems and fix issues faster.

• BMC Helix Client Management: Optimizes service management solutions to provide automated endpoint management to minimize cost while maintaining compliance and reducing security risk.

With these BMC solutions in place, Buchanan gained a holistic view of not only its own environment but also that of its customers. And with BMC’s automation capabilities, Buchanan’s service management staff could continue meeting and exceeding its service level agreements while experiencing a 250% increase in the number of users and a 21% increase in call volumes. The team accelerated problem reporting and resolution thanks to automatic ticket generation and operational IT analytics. And the enhanced IT mobile capabilities have further increased support team productivity when serving internal and external users.

“The BMC solutions provide a single point of reference with a seamless, consolidated view across our environment, as well as customer environments,” Lavender said.

With BMC Helix ITSM, Buchanan handled more users with increased ticket volume through automated processes, delivered a better customer experience, and served without adding resources.

For more information on how BMC helps organizations automate enterprise service management and fuel productivity for the IT service desk and across lines of business, visit us here.