Since it was founded in 1991, Open Text has grown to become the largest independent provider of Enterprise Content Management (ECM) software, with some 13,000 deployments across 114 countries worldwide and some 20 million user seats. Open Text is to implement the Incident and Problem Management modules of the FrontRange ITSM suite across six countries (UK, Australia, Canada, Germany, Singapore and the USA) in order to enhance its management processes.
"In our support centres, our main focus is consistent customer service processes and a consolidation of data sources," said Dave Wareham, Senior Vice President of Customer Support at Open Text. "We have established a strong partnership with FrontRange and have been impressed with their commitment in working with us every step of the way."
The FrontRange team has worked closely with Open Text to understand the companyâs key business drivers and existing operating practices, in order to develop a tailored solution based on the latest in service management best practice. "Designed from the ground up to support ITIL and other industry best practices and built on the Microsoft .NET foundation, we believe our product to be best in class in IT service management," says FrontRangeâs sales director, Northern Europe, Steve Feeney.
A pilot system was deployed initially to prove the concept and a roll-out has now been agreed to integrate with third-party data sources, ensuring common practice is adopted with regard to every recorded incident. "The FrontRange solution will enable us to streamline our customer management processes and ensure a consistent, best-practices approach in the way we assist each customer," says Wareham.
"Furthermore," adds Feeney, "Open Text will be able to take advantage of ITSMâs comprehensive range of reports, so users can identify trends which in turn will help provide an increased level of service to Open Text customers worldwide.
"The new modular ITSM suite is ideally designed to meet the toughest integration and service management problems," he concludes. "Fully customisable, scalable and offering anywhere access, it is a cost-effective solution which delivers the ideal combination of enhanced productivity and customer service."