Pacific Life Uses BMC To Improve Customer Service 
Pacific Life Insurance Co., the firm behind the TV ads with the whale jumping out of the water, is making a big splash, thanks to service modeling projects powered by BMC Software’s Business Service Management (BSM) platform. So far, the effort has cut more than $1 million in costs, improved quality of customer service, sped up processing and eased auditor access to data.
Pacific Life Insurance Co., the firm behind the TV ads with the whale jumping out of the water, is making a big splash, thanks to service modeling projects powered by BMC Software’s Business Service Management (BSM) platform. So far, the effort has cut more than $1 million in costs, improved quality of customer service, sped up processing and eased auditor access to data.
As part of an on-going application modernization project, Pacific Life IT is working with BMC for these core objectives:
- Map relationships among valuable business assets,
- Use service modeling to improve their application lifecycle (design, deployment, reporting and management).
- Improve collection of asset data, by IT and operations, including help desk and downstream workers
Thanks to BMC Remedy IT Service Management (ITSM) Suite, which includes the BMC Remedy Service Desk, Pacific Life employees reported dramatic improvements in the effectiveness and speed for handling customer requests – closed cases faster, cut the company’s processing expenses and were able to let auditors access data directly (rather than work through help desk personnel)
“With an average of 2,500 cases each month, we achieved a significant amount of time savings and were able to redeploy resources to other projects,” according to James Thomas, Pacific Life’s director of service management. “In addition, we’re escalating issues and acknowledging alerts in about 10 minutes instead of an hour.”
Inside BMC’s Business Service Management
A Unified Platform Approach to Service Modeling
BMC’s BSM is a unified platform designed to reduce IT costs, increases business impact, improves quality of service, manages risk, and provides transparency. At its core, BSM simplifies, standardizes, and automates IT processes, to let customers manage their business services across the lifecycle – even to all resources in a hybrid data center which might consist of distributed, mainframe assets, virtualization, and cloud-based resources. The multi-platform access let companies better control and orchestrate workflow to improve IT management.
BMC’s BSM unified platform provides these capabilities:
Request and Support — Simplify and automate processes for requesting, changing, and supporting business services.
Provision and Configure — Consistently deploy business services across applications, servers, networks, and clients.
Monitor and Operate — Proactively identify and resolve IT issues across cloud, virtual, distributed, and mainframe environments.
Plan and Govern — Manage IT supply, demand, and budget and ensure compliance with policies and regulations.
Integrate and Orchestrate — Discover, model, visualize, and assign priority to business services. Federate and orchestrate data and workflow to improve efficiency.
At Pacific Life, Thomas said the company plans to use other elements of BMC’s Suite to continue its service modeling initiatives, including: compliance, auditing and prioritization of IT management issues and policies.
