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TMCNet:  Sun deploys BMC Remedy ITSM software to streamline problem resolution

[September 20, 2013]

Sun deploys BMC Remedy ITSM software to streamline problem resolution

Sep 20, 2013 (MarketLine via COMTEX) -- Sun International, a developer, investor and manager of businesses in the hotel, resort and gaming industries, has deployed BMC Remedy ITSM software in order to help streamline problem resolution across its housekeeping, maintenance, food and beverage, and security departments.


BMC Remedy allows all guest requests to be tracked, managed, and responded to in a fast, seamless manner, ultimately saving costs and improving staff efficiency, which resulted in highly proficient guest services. Sun management also uses BMC Remedy to identify trends in guest requests, enabling them to anticipate guests' needs and respond in record time.

The implementation of BMC Remedy has enabled Sun International to introduce better, more efficient guest services that not only underpin the company's philosophy of exceeding customers' expectations but also enable it to take advantage of vital management information.

Since the implementation of BMC Remedy, 98 percent of Sun housekeeping tickets are resolved the same day, giving both the help desk and the business a clear picture of departmental performance. BMC Remedy was chosen because it seamlessly integrates with other software packages that Sun IT uses to run its day-to-day operations in an efficient and cost effective manner.

Dave Norman, Group IT Services Manager, Sun International Management Ltd. SAID: "From an integration perspective, we already were using several tools that we wanted to fully integrate into a service desk, including Microsoft's configuration management system and a Contact Center that is used by both our IT service desk and our Central Reservations department. After analysis, we realized that BMC Remedy was "the one" from a partner, technical and pricing perspective.

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