Press release:

CUSTOMER SUCCESS: State of Ohio Teams with BMC Software to Deliver Better Service to Citizens with Developmental Disabilities

HOUSTON, July 9, 2012 – The Ohio Department of Developmental Disabilities (DODD) serves the needs of the state’s citizens with developmental disabilities, such as autism, cerebral palsy and mental retardation. Each day, the DODD receives thousands of support calls from administrators, service providers and even parents – all of whom need a quick and efficient response. Given the nature of the calls, there is so much at stake that missing even a single request is an unacceptable outcome.

Joyce DeLeo, a DODD system administrator, said, “We serve the needs of a very unique population who rely on us for a variety of reasons. Whether it is working with administrators, service providers or even parents, we need to make sure we are addressing each and every call. Failure to do so can have a direct impact on one’s life.”

The Challenge

With limited funds, DODD’s IT staff members had an antiquated method of monitoring requests from its customer support center that was causing too many inquiries to fall through the cracks. The lack of technology to support high call volumes, coupled with an outdated process for tracking requests and limited funds, the DODD could not meet the demands of its call center, which supports 8,000 to 10,000 external customers and 2,000 department employees.

The Solution

The DODD evaluated 24 different software vendors and chose BMC Software as the clear leader. The BMC FootPrints solution had the functionality the organization required at the right price. While the installation of BMC FootPrints started in DODD’s support center, the noticeable results prompted several other divisions of the DODD to consider implementing the BMC FootPrints solution. 

“We implemented BMC FootPrints to manage the large volume of customer calls and avoid missing any requests, while simplifying our certification process,” said DeLeo. “Ultimately, it helped make our entire organization far more efficient, cost-effective and customer friendly.”

Benefits

The BMC FootPrints solution offered a more effective system for managing DODD’s high volume of service requests more efficiently and at a lower cost. The department has also been able to:

• Respond to customer requests faster
• Better manage multiple IT processes
• Save time and costs

For more information on The Ohio Department of Developmental Disabilities and the BMC FootPrints solution, please visit:

• Read the full customer case study here
• Access the BMC FootPrints Customer Community
• Follow @BMC_FootPrints on Twitter
• Become a fan of BMC on Facebook

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