The companies agreed to a unique integration of Getronics' help desk services delivered with BMC's existing help desk support group. Getronics will initially deliver level two and level three technical support as well as provide application development and maintenance for specific products, including maintenance releases and product enhancements.
"Getronics brings a depth of knowledge in product support and experience in service delivery that dovetails nicely with our knowledge of our customers and their needs," says Dayon Kane, general manager of the Legacy Products Business Unit at BMC. "We needed a solutions provider with a wide breadth of platform and application expertise as well as a strong commitment to service delivery. Getronics is strong in both of these areas. Working with Getronics allows BMC more flexibility in redeploying our critical resources away from existing, legacy products and onto innovative, strategic solutions to address evolving market needs."
BMC holds 72 software patents and is a world leader in developing enterprise management solutions. That level of expertise in research and development demands an equal level of knowledge to support their broad product line. With both the managed services and development initiatives, BMC is looking for Getronics to serve as its global solutions provider to help keep customers productive in a rapidly-evolving marketplace.
"We are very pleased to optimize BMC's product support structure," said Paul Jameson, vice president of marketing and strategy, Getronics. "Our knowledge and experience with technical customer support environments, coupled with our strategic reach, allows us to support BMC in a way that lets them maximize the focus and strategic efforts of their people. We allow them to quickly scale to accommodate increased support needs driven by BMC's success in growing their market."
