BMC Software – Customer Service Management (CSM)

Company: BMC Software
Product Title: Customer Service Management (CSM) v22.1
eTOM & SID Version: R20.0
Assessment Completion Date: September 2023
Detailed Certification Report: Conformance Certification BMC Software – Customer Service Management (CSM) v22.1

General Overview

This document provides details of BMC Software’s Customer Service Management (CSM) version 22.1 self-assessment, followed by TM Forum’s conformance review of the methodology and approach to process modeling and data modelling against the following TM Forum frameworks.

• Business Process Framework (eTOM) version 20.0
• Information Framework (SID) version 20.0

Product Functionality/Capability Overview

CSM – Customer Service Management v.5.0 – Overview

BMC Software’s CSM incorporates key aspects like customer integration. It heightens service quality, increases customer experience, and allows an organization to reach a broader audience rapidly. It is a proven proactive tool for swaying customers’ sentiments favorably by showing that the organization cares, acting upon customer concerns, enhancing interpersonal communication, promoting positive sentiments, reducing churn, increasing brand loyalty and invariably building equity.

Many telecom providers are operating in more than a single geography and a unified service experience is crucial since the impact on the brand is no longer local but global. Furthermore, complexities arise of having to depend on a blend of disparate legacy systems and innovative trending technologies to provide services to customers, apart from several MSPs, BSS/OSS platforms and providers, suppliers, shops, the retail chain and other customer touchpoints that directly or indirectly impacts the quality of services rendered to customers.

BMC Software’s CSM is built on the acclaimed digital enterprise-wide software from BMC Software and integrates seamlessly into the existing business and IT environments, providing enterprises with a single digital customer interface.

Business Process Framework (eTOM) Level 2 Process Scope

The following diagram represents the Business Process Framework Level 2 processes that were presented in scope for conformance certification.Information Framework (SID) Level 1 ABEs Scope

The following diagram represents the Information Framework Level 1 ABEs that were presented in scope for conformance certification.

Brief Overview of the Customer Service Management v.22.1

BMC Software’s Customer Support Solution has 16 years of success and evolution and is used by some of the largest customer-centric organizations such as telecoms, banks, retailers, MSPs, etc. This solution has incorporated the wishlist of some of the biggest names in the service industry enabling real-time customer experience with 360⁰ visibility of enterprise customers from various touch points for service requests, complaints, enquiries and suggestions.

BMC Software constantly adds intelligence into our software that would give companies using CSM a differentiating edge in winning over customers from competitors.

The solution helps organizations measure granular details and use insights to drive continuous improvement thereby positively impacting their reputation, sales and the stickiness factor of their customers.

The solution can reside independently or seamlessly within an existing CRM, and helps to address several current challenges faced by organizations as they strive to enhance their customer’s journey and experience, such as:

No 360-degree visibility of the Customer Problem Report from disparate source systems into a single view, to make it meaningful and actionable.
Lack of measurements of internal and external services to customers.
Loss in Time-to-Market, since product launch issues, could provide quick valuable feedback into marketing in order to address issues and re-vamp the offering.
No centralized solution that touches all channels and touchpoints, call centers, branches, shops, IVR, social media platforms, company portal, email, SMS, company mobile apps.
Inability to track a single SLA with multiple granular OLAs as the case moves across departments all the way to IT, NOC, Vendors, Partners etc.
Inability to see service performance from a Customer’s point of view.
Inability to measure Agent and Group performance at a granular level.
No Real-time Management Dashboard reporting for proactive remediation of situations before Customers are impacted.
Need to proactively heighten customer experience and increase revenues, brand loyalty, and create positive word-of-mouth.

The Customer Support Solution is tailor-made for customer care and service quality departments to bring about the desired outcomes, promote the service recovery paradox, and continually help define and re-share the customer’s perceptions to reflect positivity and loyalty. This in turn brings about decreased churn, increased loyalty, heightens brand visibility and is conducive to the WOW factor providing a personalized user experience and creating a Personal Emotional Connect (PEC) with customers.

Detailed Certification Report: Conformance Certification BMC Software – Customer Service Management (CSM) v22.1

For more information on BMC Software Customer Service Management (CSM) please contact:

Revathi Nair: [email protected]

Tasnim Pithapurwala: [email protected]

For any additional information on this Conformance Certification Report, please contact TM Forum at [email protected]

Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.