RMS Services • Market leaders in resource management solutions throughout Europe • Thornbury, Bristol

A leading Managed Service Provider was already delivering good service, meeting its agreed SLA to its customers, but felt that its technology was becoming outdated and was in danger of becoming inefficient. It was increasingly costly and time consuming to continually customise the system to the ever changing needs of the business. The company’s goal of continuous service delivery to its customers was lacking in substance.

Each of the three departments within the enterprise had a version of Remedy® installed. Due to the inherent ability within Remedy® to allow the unique, yet time consuming, customisation of each contract, each version had been customised at whim - with no thought to the requirements of the overall business, thereby making standardisation impossible and increasing the reliance on key personnel. The versions were so far apart that it was no longer possible to merge them back together and the cost of upgrades was becoming prohibitive.