From Chris Northrop, Customer Services Director, Advanced
Advanced are a managed service provider who transform their customers’ businesses through their systems. They deliver standard outsourcing and software to their customer base, working across sectors from healthcare to infrastructure to the public sector.
The Advanced IT leadership team wanted to transition the organisation from an old Remedy on premise solution to a modern Remedy as a Service (RaaS) platform to support continued business growth. They wanted to achieve a more modern, scalable way to engage with their customers and provide them with a “single pane of glass” to access all services. They wanted to offer their services in an omni-channel model which would result in lower customer attrition, higher customer satisfaction rates and support them to win more customers.
Advanced chose to work with Fusion as an implementation partner due to their proven track record in delivering projects for MSP’s across IT Service Management and IT Operations and their status as a BMC platinum partner.
Fusion and Advanced worked as a joint team to execute the project, with Advanced focussing on foundation data, branding and tailoring SLAs to their customers and Fusion on migration and replicating customizations. The project involved working collaboratively in the same environment and close reporting so that both parties were in sync and there was no overlap.
This was a project with a changing scope and Fusion were able to act as an agile partner to accommodate this, e.g. when the migration of the data evolved from one customer into a more complex migration project with 7.8 million records to be matched between two systems.
The new tool will enable Advanced to mature even further when it comes to ITIL standards and will offer services via phone, desktop and mobile applications.
Using best practice processes will reduce calls to the service desk and the time required to resolve incidents. Advanced will be able to use knowledge management better to reduce the number of touchpoints with Service Desk and manage this service more efficiently, resulting in cost savings. Customers will be able to gain access to services via any device, driving up satisfaction levels.
Due to the new innovative platform, Advanced are able to integrate with 3rd party applications to bridge the gap between service management and other mission critical tools.
Following the launch of this project, Fusion will continue to work with Advanced to look at other areas of innovation and service improvement.