CUSTOMER SUCCESS: Robert Wiseman Dairies Serves Up Top Customer Service with BMC FootPrints

LONDON, Oct. 29, 2012 (GLOBE NEWSWIRE) -- Robert Wiseman Dairies, the leading liquid milk company in the UK, is committed to excellence in providing the best service for its customers. However, the company needed an IT service management (ITSM) solution capable of aligning its IT processes with industry best practice guidelines to improve the predictability, management and performance of its service desk – all of which impact customer satisfaction.

The company implemented the BMC FootPrints solution from BMC Software (Nasdaq:BMC) to achieve this goal in the shortest possible time frame.

The company selected BMC because of its alignment to IT Infrastructure Library® (ITIL), and its customization options that enabled the company to quickly adapt workflows and processes during a period of massive change.

"We couldn't have become ITIL-verified without BMC FootPrints," said Alex Barelle, IT service delivery manager at Robert Wiseman Dairies. "And, we wouldn't have implemented in anywhere near the short timescales with any other product. BMC FootPrints has delivered everything that we expected and more."

Barelle added, "The functionality and intuitive interface of BMC FootPrints is superb. The customizable templates, self-service and project tracking capabilities were exactly what we needed. We were so impressed with BMC that there was no need to even consider any other service desk solution."

The Challenge

Robert Wiseman Dairies needed a service desk solution that was compliant with ITIL best practices to speed problem resolution and ensure its ability to adapt to rapidly changing workflows and processes on a continuous basis.

The Solution

The company implemented BMC to adopt ITIL processes and provide a richer feature set so it could prioritize more serious incidents and deliver fast resolution of end-user issues.


The company experienced a number of benefits with BMC FootPrints, including:

  • Fast and smooth implementation of ITIL guidelines and best practices
  • Customizable options and templates to enable handling of rapidly changing processes
  • Better prioritization of projects and work orders to meet business needs
  • Improved problem management with faster time to resolution

For more information on Robert Wiseman the BMC FootPrints implementation, please:

Tweet This: @FreshMilkDaily improves customer service with @BMC_FootPrints and integrated #ITIL best practices

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