Monique McIntosh, Chief Executive Officer of ac3, said that CA Nimsoft Monitor and CA Nimsoft Service Desk were chosen, after a lengthy and detailed market evaluation, for their ability to provide deeper monitoring capabilities for ac3 and its customers and to simplify service management based on ITIL best practices, thereby enabling ac3 to provide higher-value ICT services more efficiently.
“CA Technologies presented an innovative offer that helps us meet our business objectives to increase customer loyalty, predict new opportunities and highlight new ways to improve our services.”
The seamless workflow automation provided by CA Nimsoft Service Desk has enabled ac3 to eliminate manual, potentially error-prone activities across a variety of environments. ac3 can now also provide a variety of personalised services for customers—including customised portal and communication templates.
CA Nimsoft Monitor has also helped ac3 and its customers to proactively address potential threats to critical applications and services through automated alerts. These alerts help identify problems quickly and help reduce the cost of IT delivery. The comprehensive reporting tools also provide insight into the performance of applications for improved customer service.
“We have been very impressed by how simple CA Nimsoft solutions are to use, particularly as the success of ac3’s business is based on giving our customers the information they need in a meaningful and verifiable way. We were also able to implement both solutions smoothly, on time and on budget.”
Bill McMurray, Managing Director for CA Technologies Australia and New Zealand, said that the combination of CA Nimsoft Monitor and CA Nimsoft Service Desk empowers service providers like ac3 to have a greater positive impact on their customers’ business performance.
"Given the growing complexity of customer’s ICT environments and the growing dependence of organisations on the services provided via those environments, business success depends on superior visibility and control over infrastructure resources,” McMurray said. “ac3 can now deliver that visibility and control more effectively and cost-efficiently—resulting in a more compelling value proposition and healthier operating margins.”
Both ac3 and CA Technologies were looking for a collaboration that included product support and a go-to-market strategy designed to benefit both organisations over the long term.