Remedy provides customer support and information technology service management solutions for Telocity's rapidly growing customer base. Telocity offers a highly-automated xDSL provisioning solution for residential markets, based on technology that eliminates the complexity of traditional DSL field installation and provisioning. Smooth Launch Telocity's 'always on' Broadband Access required a strong support solution for both their internal and external needs. The Remedy applications were easily adapted and quickly deployed to fill several different roles in Telocity's service offering. We required a support system that could not only meet our time to market demands, but could also provide the adaptability we needed as we grow.
Customers can submit service or support requests on-line, through email or by telephone.
Remedy Customer Support manages input from each server in a separate queue, automatically opening trouble tickets or initiating workflow procedures accordingly. I couldn't have begun to manage my customer base without Remedy. Remedy acts as the watch dog-enabling us to provide superior service. Remedy solutions have the scalability needed to help Telocity's services and customer base grow. This is especially true in the e-business environment that Telocity has shaped for itself, where customers demand 24x7 service and support.