“Show Me the Future of Work” Employee Experience Redefined with AI (Daren Goeson)
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Whether you’re at home or on-the-go, intelligent assistants help you tackle your growing to-do list easily and efficiently -- from checking the weather to streaming your favorite songs. But it shouldn’t stop there. What if you could on-board an employee while ordering a latte? Have your new address updated by HR with a single text? Join us for a stimulating conversation on key trends shaping the Future of Work and learn practical advice on using AI to redefine the employee experience to be more exciting, engaging, and intelligent.
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“Show Me the Future of Work” Employee Experience Redefined with AI (Daren Goeson)
- 1. Show Me The Future of Work Employee Experience Redefined with AI Daren Goeson Principal Product Manager, BMC
- 2. LEGAL NOTICE The information contained in this presentation is the confidential information of BMC Software, Inc. and is being provided to you with the express understanding that without the prior written consent of BMC, you may not discuss or otherwise disclose this information to any third party or otherwise make use of this information for any purpose other than for which BMC intended. All of the future product plans and releases described herein relate to BMC’s current product development considerations, which are at the sole discretion of BMC and are subject to change and/or cancellation at any time. BMC cannot and does not provide any assurance as to whether these plans will result in any future releases of the nature described. These future product plans should not be viewed as commitments on BMC’s part and thus should not be relied upon in customer purchase decisions. 2© Copyright 2019 BMC Software, Inc.
- 3. 3© Copyright 2019 BMC Software, Inc. SHOW ME THE FUTURE OF WORK O V E R V I E W DRIVING FORCES WHY BMC HELIX DIGITAL WORKPLACE SEE IT IN ACTION
- 4. 4© Copyright 2019 BMC Software, Inc. DRIVING FORCES
- 5. 5© Copyright 2019 BMC Software, Inc. DRIVING FORCES DISPARITY Disparate tools and systems across the agency CHANGING WORKFORCE Multi-generational workforces with different needs INTELLIGENT AUTOMATION Leveraging AI and Intelligent Automation COMPLEXITY More data, higher expectations, lower budgets CONSUMERIZATION OF THE ENTERPISE Meeting the technology expectations of today KEY FORCES DRIVING THE NEED FOR CHANGE NEED FOR CHANGE
- 6. 6© Copyright 2019 BMC Software, Inc. GENERATIONAL DIFFERENCES IN THE WORKPLACE DRIVING FORCE #1: CHANGING WORKFORCE 5 35 33 25 2 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % OF US LABOR FORCE Post-Millennials Millennials Gen Xers Boomers Silent/Greatest Source: https://www.pewresearch.org/fact-tank/2018/04/11/millennials-largest-generation-us-labor-force/ 35% 33% 25%Today’s workforce is multi-generational and is comprised of Millennials, Generation X, and Baby Boomers As of last year, greatest percentage is made up of Millennials at 35%
- 7. 7© Copyright 2019 BMC Software, Inc. ACCELERATING COMPETITION FOR TALENT In the next 5 years, the demand for talent to deliver on new [digital] capabilities will significantly outstrip supply. For agile skills, demand will be 4x supply; for big-data talent, it will be 50-60% greater than supply. – McKinsey & Company Source: https://www.napawash.org/uploads/Academy_Studies/NAPA_Launch_--_McKinsey_presentation.pdf DRIVING FORCE #1: CHANGING WORKFORCE - CONTINUED
- 8. 8© Copyright 2019 BMC Software, Inc. EMPLOYEE EXPECTATIONS ARE CHANGING DRIVING FORCE #2: CONSUMERIZATON OF THE ENTERPRISE of surveyed employees think it’s easier to search for new movies on Netflix than to check the details of their employee benefits. 55% EMPLOYEE BENEFIT DETAILS WHAT DO EMPLOYEES THINK IS EASIER? Finding a movie on Viewing their FOR A SICK DAY Finding a product on Asking their manager of surveyed employees say shopping on Amazon to quickly find what they need is easier than asking their manager to take off a sick day. 51% Source: https://workforceinstitute.org/workplaces-falling-behind-todays-on-demand-culture-user-friendly-technology-a-top-priority-for-2019/
- 9. 9© Copyright 2019 BMC Software, Inc. AI AND AUTOMATION ARE POISED TO TAKE OVER DRIVING FORCE #3: INTELLIGENT AUTOMATION Source: https://public.tableau.com/profile/mckinsey.analytics#!/vizhome/AutomationBySector/ WhereMachinesCanReplaceHumans $2.7 $4.1 $1.7 $1.1 $1.1 $5.1 Wages associated with automatable activities ($ Trillion) United States China Europe Big 5 Japan India Remaining Countries Service-providing industries with at least 31% automation potential Source: https://www.mckinsey.com/~/media/mckinsey/featured%20insights/Digital%20Disruption/Harnessing%20automation %20for%20a%20future%20that%20works/MGI-A-future-that-works-Executive-summary.ashx
- 10. 10© Copyright 2019 BMC Software, Inc. WHY BMC HELIX DIGITAL WORKPLACE & BMC HELIX CHATBOT
- 11. 11© Copyright 2019 BMC Software, Inc. Improving the customer experience is one of the best opportunities to grow your business2 © Copyright 2017 BMC Software, Inc. Better performing companies show higher rates of employee and customer satisfaction3 Higher levels of employee engagement result in better customer experiences1 WHY DIGITAL WORKPLACE ENGAGED EMPLOYEES DRIVE BETTER BUSINESS OUTCOMES Employees Customers Business 1. https://www.temkingroup.com/wp-content/uploads/2017/05/1703_EEBenchmarkStudy17_FINAL.pdf 2. https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf 3. https://www.gallup.com/workplace/236366/right-culture-not-employee-satisfaction.aspx
- 12. 12© Copyright 2019 BMC Software, Inc. © Copyright 2017 BMC Software, Inc. 1. Forrester Unlock the Hidden Value of Chatbots January 19, 2018 2. Forrester Executive Survey 2017 of Enterprise Orgs 71% saw increase in customer satisfaction 2 88% saw deflection/reduction in volume of email, calls, chats 2 Chatbots can deflect 20% to 30% of calls, emails, or chats 1 WHY CHATBOTS CHATBOTS ARE GAINING MOMENTUM IN THE ENTERPRISE
- 13. 13© Copyright 2019 BMC Software, Inc. BMC HELIX DIGITAL WORKPLACE OMNI-CHANNEL EXPERIENCE Intuitive employee experience across any channel of choice: web, mobile, social, or cognitive chatbots UNIFIED SERVICE CATALOG Eliminate catalog sprawl by unifying service across IT, HR, and Facilities in a single catalog SCALES BEYOND IT Bundle services, devices, and apps offered across the IT & lines of business with a single click DEVICE AGNOSTIC Experience optimized across any device of choice for users
- 14. 14© Copyright 2019 BMC Software, Inc. One-Stop Shop Intuitive Self-Service Extend to Lines of Business Business users can order services and submit requests from an intuitive interface across any device Whether your employees need IT, HR, facilities or other services, they’ll find it all in a single one-stop shop! Distribute services, bundles, banners, and virtual marketplaces for various Lines of Business – from HR or procurement KEY FEATURES BMC HELIX DIGITAL WORKPLACE
- 15. © Copyright 2019 BMC Software, Inc. 15© Copyright 2019 BMC Software, Inc. INTUITIVE SERVICE CATALOG INTERFACE PROVIDES CONSUMERIZED SHOPPING-CART EXPERIENCE ACROSS ANY DEVICE Business users can order services and submit requests Completely responsive design allows access on any device!
- 16. 16© Copyright 2019 BMC Software, Inc. ONE-STOP SHOP FOR THE ENTIRE ENTERPRISE FOR ALL PRODUCTS AND SERVICES EMPLOYEES NEED Offer services from a single pane of glass Unified catalog for services and resources
- 17. 17© Copyright 2019 BMC Software, Inc. Create sub-catalogs to distribute services, bundles, banners, and virtual marketplaces for various Lines of Business – from HR or procurement DISTRIBUTE SERVICES, BUNDLES, BANNERS, SERVICE ACTIONS, & MORE SERVICE SUB-CATALOGS FOR OTHER LOBs
- 18. 18© Copyright 2019 BMC Software, Inc. BMC HELIX CHATBOT OMNI-CHANNEL END-USER EXPERIENCE Web OMNI-CHANNEL BOT EXPERIENCES for Slack, Skype for Business and SMS CONVERSATIONAL AI Resolves issues using Natural Language CHATBOT AUTOMATION of L0/L1 service requests AI PLATFORM AGNOSTIC APPROACH leveraging IBM Watson & Google TensorFlow for AI, NLP & ML FUTURE INTEGRATIONS WITH Amazon Lex, Microsoft Cortana Virtual Agents Skype SMS
- 19. 19© Copyright 2019 BMC Software, Inc. Intelligent Service Delivery Conversational Experience Fast Rollout and Adoption Offer personalized, omni-channel experience to information and services AI-powered experiences make it easier to deploy services, and users to adopt them Realize faster ROI and TTV through automation and self-learning KEY FEATURES BMC HELIX CHATBOT
- 20. 20© Copyright 2019 BMC Software, Inc. • Conversational AI Using Natural Language • Channel of Choice • Skype for Business • Slack • SMS • Web • Personalized Responses • Interactive Buttons and Options • Multi-Language Support • Transfer to Chat with a Live Agent CONVERSATIONAL EXPERIENCE Conversational NLP Language Multi- language Support
- 21. 21© Copyright 2019 BMC Software, Inc. INTELLIGENT SERVICE DELIVERY • Request Services from the Catalog • Cognitive Insights for Knowledge • Get Status of Requests • Specialized Chatbots for LoB
- 22. 22© Copyright 2019 BMC Software, Inc. FAST ROLLOUT AND ADOPTION • IT, HR and Other Services • Automated Chatbot Training • Chatbots for All Lines of Business • Chatbot Effectiveness Reporting • Web Widget for Embedding Anywhere
- 23. 23© Copyright 2019 BMC Software, Inc. TRUSTED DIGITAL WORKPLACE LEADER GARTNER CRITICAL CAPABILITIES FOR IT SERVICE MANAGEMENT TOOLS * This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The digital workplace is an ongoing, deliberate approach to delivering a more consumer like computing environment to business users. Gartner, Analyst(s): Rich Doheny, Chris Matchett, Kenneth Gonzalez Published 22 August 2018 - ID G00340717
- 24. 24© Copyright 2019 BMC Software, Inc. CUSTOMERS USING BMC HELIX DIGITAL WORKPLACE BMC Software confidential.
- 25. 25© Copyright 2019 BMC Software, Inc. Mobility has freed up the space we used in the past for ticket booths. We’re now generating revenue by leasing out that space for commercial use, such as coffee shops, boutiques, and newsstands. — Andy Pusey, Application Service Delivery Manager, Transport for London Transport for London enables better service for customers with mobile workforce solutions 31MM passenger journeys daily 4500 industrial assets managed 50% increase in devices monitored BMC Software confidential.
- 26. 26© Copyright 2019 BMC Software, Inc. People love BMC Helix Digital Workplace and Smart IT because they are such cool interfaces. As a result, we’re capturing and tracking more tickets than before. In the past, we averaged 250 to 300 tickets each month. Now we’re capturing 600 to 650 tickets a month—without increasing staff size.. — Michel Camenzind, ICT Change Manager, MeteoSwiss MeteoSwiss Boosts Employee Productivity with BMC Helix Digital Workplace 30% drop in call volumes 50%ticket creation 29% better first-call resolution rate BMC Software confidential.
- 27. 27© Copyright 2019 BMC Software, Inc. SEE IT IN ACTION
- 28. About BMC BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc. BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond
Hinweis der Redaktion
- You already rely on virtual assistants in your everyday life—from checking the weather to streaming your favorite songs. Whether you’re at home or on-the-go, intelligent assistants help you tackle your growing to-do list easily and efficiently. But it shouldn’t stop there. What if you could on-board an employee while ordering a latte? Or have your new address updated by HR with a single text? Experience the future of work, the BMC Helix way, with BMC Helix Digital Workplace and BMC Helix Chatbot.
- We will now dig deeper into the three key driving forces for digital transformation and the future of work: Changing Workforce Consumerization of the Enterprise Intelligent Automation
- Driving Force # 1: A Changing Workforce Millennials make up the largest group of the American labor force (35%) according to Pew Research Center. Source Link: https://www.pewresearch.org/fact-tank/2018/04/11/millennials-largest-generation-us-labor-force/ Source Year: 2018 As these digital natives advance in the workplace and more enter the workforce, talent retention will also be a major issue. These workers expect to have the best tools, with most millennials believing modern and up-to-date technology to be one of the most important aspects of a workplace. The demand for digital skills is outpacing supply, and the next gen workforce will combine human and machine intelligence.
- Driving Force # 1: A Changing Workforce – cont’d In order for organizations to keep up with the pace of change, they need to attract and retain top talent made up of this younger generation. According the McKinsey and Company, in the next 5 years, the demand for talent to deliver on new [digital] capabilities will significantly outstrip supply. For agile skills, demand will be 4x supply; for big-data talent, it will be 50-60% greater than supply. Source Link: https://www.napawash.org/uploads/Academy_Studies/NAPA_Launch_--_McKinsey_presentation.pdf Source Year: 2018 Key Takeaway: Providing a people-centric, flexible, and consumer-grade employee experience can help the modern enterprise attract and retain the best and brightest.
- Driving Force # 2: Consumerization of the Enterprise Your employees want the latest technology at the office. They don’t want to have to use multiple clunky portals or login multiple times to complete a simple task like viewing their employee benefit information. An overwhelming majority of employees surveyed worldwide by The Workforce Institute wish their workplace technology was as easy and powerful as their personal technology. Just like users of consumer apps, enterprise application users prefer responsiveness, contextual awareness and easy-to-use functionality. But that is not the current state of the workplace. In a survey conducted recently by the Workforce Institute, more than half of all employees surveyed worldwide (55 percent) agree it’s easier to search for new movies on Netflix than to check the details of their employee benefits. Source Link: https://workforceinstitute.org/workplaces-falling-behind-todays-on-demand-culture-user-friendly-technology-a-top-priority-for-2019/ Source Year: 2018 And as the future of work grows more and more remote, keeping contract and field service workers with no central office engaged and connected will become increasingly difficult. For the U.S. financial sector, 51 percent of employees say shopping on Amazon to quickly find what they need is easier than asking their manager to take off a sick day, while 53 percent of contract and field service workers – who often don’t report to a central office – say it’s easier to talk to personal digital assistants like Alexa, Cortana, and Siri than to their manager. Source Link: https://workforceinstitute.org/workplaces-falling-behind-todays-on-demand-culture-user-friendly-technology-a-top-priority-for-2019/ Source Year: 2018 And when it comes to job satisfaction and engagement levels, not being able to get the information they need quickly and easily has a significant effect. In fact, more than a third of employees surveyed worldwide (35 percent) feel their job is harder than it should be because of outdated processes and legacy technology, according to research by the Workforce Institute Source Link: https://workforceinstitute.org/workplaces-falling-behind-todays-on-demand-culture-user-friendly-technology-a-top-priority-for-2019/ Source Year: 2018 Key takeaway: The expectations of your employees are changing. They want to use the same technology they have become accustomed to in their everyday life. Enabling your workforce with the most up-to-date technology that is both simple and intuitive will be a key differentiator in the accelerating competition for top talent.
- Driving Force # 3: Intelligent Automation Automation of activities can enable businesses to improve performance, by reducing errors and improving quality and speed, and in some cases achieving outcomes that go beyond human capabilities. Not only is automation an important trend, it also makes good business sense. According to the McKinsey Global Institute, every sector of business from education to manufacturing has at least 31% automation potential. Source Link: https://public.tableau.com/profile/mckinsey.analytics#!/vizhome/AutomationBySector/WhereMachinesCanReplaceHumans Source Year: 2017 The potential labor cost savings that could be achieved by implementing intelligent automation solutions like chatbots, and virtual assistants is huge. According to McKinsey, the wages associated with these automatable activities is $2.7 Trillion dollars in the US alone. Source Link: https://www.mckinsey.com/~/media/mckinsey/featured%20insights/Digital%20Disruption/Harnessing%20automation%20for%20a%20future%20that%20works/MGI-A-future-that-works-Executive-summary.ashx Source Year: 2017 In addition to labor cost savings, the potential for automation also includes performance gains including: Increased profits Improved safety and quality Higher employee productivity Key takeaway: Automation does not mean replacing employees, but augmenting their abilities. Building the enterprise of the future means increasing employee engagement while driving workforce efficiency, allowing high-skilled personnel to focus on more strategic tasks.
- There is an important link between engaged employees, the customer experience, and achieving better business outcomes Reason #1: ENGAGED EMPLOYEES IMPACT THE CUSTOMER EXPERIENCE According to a study by Temkin Group, a leading customer experience research and consulting firm, customer experience leaders have more engaged employees. 79% of employees who work at companies with “significantly above average” customer experience in their industry are “highly” or “moderately” engaged, compared with only 49% at companies with “average” or “below average” customer experience. Source Link: https://www.temkingroup.com/wp-content/uploads/2017/05/1703_EEBenchmarkStudy17_FINAL.pdf Source Year: 2017 Reason #2: THE CUSTOMER EXPERIENCE IS KEY And why should positively impacting the customer experience be priority for today’s business leaders? The best opportunity for growing your business is the customer experience, with consumers willing to spend up to 16% more on products and services with companies that offer a better experience. Source Link: https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf Source Year: 2017 Reason #3: BETTER PERFORMING COMPANIES HAVE MORE ENGAGED EMPLOYEES Engaged employees are more present and productive; they are more attuned to the needs of customers; and they are more observant of processes, standards and systems. When taken together, the behaviors of highly engaged business units result in 21% greater profitability. Source Link: https://www.gallup.com/workplace/236366/right-culture-not-employee-satisfaction.aspx Source Year: 2017 According to the study by Temkin Group, better performing companies have more engaged employees. 82% of employees at companies with strong financial results are “highly” or “moderately” engaged, as opposed to only 68% at under-performing companies. Source Link: https://www.temkingroup.com/wp-content/uploads/2017/05/1703_EEBenchmarkStudy17_FINAL.pdf Source Year: 2017 Key takeaway: Improved employee engagement better customer experience increased business value When employees are satisfied and engaged, the result is deeper customer connections and an elevated customer experience which results in better business outcomes
- Trends and technology gain momentum in consumer lives before enterprises implement them. Messaging and Chatbots are taking off in a big way: Forrester estimates that companies can typically deflect 20% to 30% of calls, emails, or chats with an effective chatbot. When done correctly, Forrester survey of 22 enterprise orgs say they can have a big impact. 50+% saw customer sat improvement in only 1-3 months. Left side are events that are driving momentum of Chatbots Firstly, we all have mobile devices, and most have smart phones. 5 Billion mobile phones, 45% of the population will have smartphones in the next 2 years. Chatbots are particularly well suited for mobile — perhaps even more so than apps. Messaging is at the heart of the mobile experience, as the rapid adoption of chat apps and chatbots demonstrates that. Voice activated Assistants 60.5 million Americans will use Siri, Cortana or another virtual assistant at least once a month in 2017 (eMarketer) In 2017, 35.6 million Americans will use a voice-activated assistant device at least once a month. That’s a jump of 128.9% over last year (eMarketer) Virtual Assistants are becoming a part of people’s everyday lives Advances in AI technology in the last couple of years has really enhanced the user experience NLP and AI technologies have enabled Chatbots and Virtual Assistants to really understand user intentions, and learn from mis-understandings As a result, these factors are really driving the adoption of chatbot technologies, and the business outcomes that are being derived from their use 1. Deflection: Chatbots can deflect 20% to 30% of calls, emails, or chats 1 2. Cost Savings: 88% saw deflection/reduction in volume of email, calls, chats 2 3. Employee engagement: 71% saw increase in customer satisfaction 2
- BMC Helix Digital Workplace enables businesses to improve workforce agility, employee productivity, and the employee experience by delivering intelligent, omni-channel self-service through a flexible and intuitive user interface. BMC Helix Digital Workplace delivers a convenient, adaptive, and context-aware platform that produces sophisticated, consumerized experiences to support your employees whenever, wherever, and however they want to work. BMC Helix Digital Workplace features: Omni-channel Experience Employees can utilize the BMC Helix Chatbot by seamlessly accessing services across any channel including SMS, Skype, Slack, and web. This delivers an intuitive, intelligent, and omni-channel experience to support employees whenever, wherever, and however they want to work. This also lowers service costs by reducing calls to the service desk by as much as 33%! Unified Service Catalog BMC Helix Digital Workplace is a holistic approach to service delivery that eliminates disparate applications, portals, and systems to provide stakeholders across the enterprise a single entry point to the services they need. Eliminate catalog sprawl and deliver diverse services through with service bundles. Service bundles are catalog items that contain multiple services, from various business units, that are fulfilled within a single service request. BMC Helix Digital Workplace also offers powerful connectors that make it easy to integrate into leading industry services and platforms like Microsoft Office 365, Microsoft Azure, Atlassian JIRA, Amazon Web Services, and more. BMC Helix Digital Workplace brings all enterprise service offerings together behind a single pane of glass through a highly collaborative and intelligent system to achieve new levels of workforce agility, productivity, and efficiency. Scaling Service Delivery Beyond IT With BMC Helix Digital Workplace, organizations can create sub-catalogs to distribute services, bundles, banners, service actions, and virtual marketplaces in the BMC Helix Digital Workplace Service Catalog among internal service providers who manage catalog items for various Lines of Business, such as HR, facilities, procurement, and more. Device Agnostic BMC Helix Digital Workplace now features an all-new responsive design. Modern and sleek, it is completely device agnostic so whether you access on mobile, tablet, or desktop, it is one consistent experience for all employees. Deploying the app to employees is easier than ever before with a simple deployment process that requires no installing or downloading for end users, giving employees the power to find what they need, when they need it, from wherever they are, so employees can get back to the work they love doing.
- Amazon-like experience for browsing the catalog Google-like search for finding useful catalog items, requests, ticket templates, knowledge articles and other resources User ratings and feedback help users identify the most relevant resources Shopping-cart experience enables users to select multiple items at once Unified portals for IT and Lines of Business like HR, Procurement, Finance, and more… BMC Helix Digital Workplace is now completely device agnostic -- giving employees the power to find what they need, when they need it, from wherever they are – across any device
- Whether your employees need IT, HR, facilities or other services, they’ll find it all in a single one-stop shop! With just a few clicks, they can do everything from employee onboarding to getting the latest work travel app, seamlessly! This eliminates catalog sprawl through a unified service store.
- Helix Chatbot Integration Helix Digital Workplace together with Helix Chatbot provide intelligent conversational experiences, changing the way service is consumed and delivered. The value of this approach goes far beyond convenience. AI-powered experiences can make it easier for IT to deploy services, and easier for users to adopt them. As an effective and popular self-service channel, chatbots also ease the burden on service desk staff while improving user satisfaction. Done right, a chatbot makes it possible to standardize and extend processes to make your existing services better, and scale new ones more easily. Omni-Channel = All Channels
- BMC has received the highest scores in four out of five use cases, including both the Advanced Digital Workplace ITSM and Advanced-Maturity I&O uses cases, in Gartner Inc.'s August 22, 2018, Critical Capabilities for IT Service Management Tools.1 1Gartner, "Critical Capabilities for IT Service Management Tools," by Rich Doheny, Chris Matchett, Kenneth Gonzalez, August 22, 2018. In addition, Gartner released its 2018 Magic Quadrant for IT Service Management Tools2, where BMC is positioned as a Leader for the fifth consecutive year and positioned furthest on the completeness of vision axis in the Leaders quadrant. 2Gartner, "Magic Quadrant for IT Service Management Tools," by Kenneth Gonzalez, Rich Doheny, Chris Matchett, August 16, 2018. The report was formerly titled Magic Quadrant for IT Service Support Management Tools.
- Business Challenge Transport for London (TfL) runs London’s public transport system, including the Underground, above-ground trains, buses, taxis, trams, and boats. To modernize the underground, in 2015 TfL launched the Fit-for-Future Stations project, which applies leading-edge technologies to automate processes, support electronic payments, and keep passenger-operated devices running smoothly. The project focuses on greater mobility for the station staff so they can come out from behind the ticket windows and spend their time in the concourse. Equipped with mobile devices, they are continuing to handle their traditional responsibilities while also being available to answer customer questions and solve transport issues. BMC Solution TfL agents use BMC Helix Digital Workplace to receive notifications when passenger-operated TfL machines need servicing. Remedy Service Management and the BMC Helix CMDB manage incidents and relay alerts and notifications to the appropriate people. Business Impact The BMC solutions are improving productivity by enabling agents to spend their time in the concourse where they can take care of routine tasks more quickly while also improving the customer experience. Mobile alerts and notifications for 4,500 ticket vending machines, turnstiles, gates, and other devices accelerate the handling of tasks such as replenishing ticket stock and fixing jams. BMC Helix Digital Workplace will easily scale to support an expected 50% increase in devices monitored as TfL expands the Fit-for-Future model to other transport systems. Cost savings and the ability to generate new revenues are positioning TfL for its transition to self funding, which will occur within two years.
- Business Challenge Switzerland’s Federal Office of Meteorology and Climatology, MeteoSwiss, creates tailor-made products and services for delivering first-class weather and climate services to the Swiss public and the international community. To better serve its users, MeteoSwiss saw a need for improvements to ticket entry and first-call resolution rates. In response, the Information and Communications Technology (ICT) department reinvented the way technical and business users access services, introducing a modern, app-store style interface that makes it faster and easier for MeteoSwiss’ tech-savvy user community to access dozens of IT and non-IT services. BMC Solution Working with BMC partner ITConcepts, MeteoSwiss rolled out mobile self-service app BMC Helix Digital Workplace, which improves productivity by providing formless requests, context-aware services, and social collaboration for the digital workplace, and Smart IT, BMC’s people-centric interface for empowering ICT to deliver improved quality services to users. Business Impact Technical teams leverage BMC Helix Digital Workplace through a highly efficient interface for capturing incidents, requests, and changes. Business people use an engaging graphical interface to access 40 services, ranging from submitting incidents, service requests, and changes to scheduling meeting rooms. Free-form text entry speeds ticket creation and contextual information relevant to the incident speeds resolution. Agents generate tickets in half the time previously required. First call resolution rates have increased from 60%-70% to 85%-90%. A self-help library has increased user satisfaction and engagement while reducing service desk call volumes by 30 percent.
- See a Demo of BMC Helix Digital Workplace and BMC Helix Chatbot