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BMC Helix helps university to transform its service management


The George Washington University is using the BMC Helix Cognitive Service Management offering to transform its service management and accelerate its digital transformation initiatives.

With BMC Helix, The George Washington University (GW) was able to transform its student experience. GW leveraged the BMC Helix Chatbot capability to address two IT service support needs: provide 24x7x365 support and reduce the number of routine calls service desk agents handle to free up time for more complex issues.

With the implementation of BMC Helix, GW was able to:

  • Provide always available assistance and access to knowledge to significantly improve the student experience.
  • Experience an 11% case resolution via chatbots.
  • Reduce case resolution time from 20 minutes to a few minutes through self-service resolution.

“BMC Helix Chatbot lets us deliver on a top priority at GW: a compelling, modern interface that gives students service anytime, anywhere, on any device,” said Donna Hill, assistant director of Service, Configuration, and Continuity Management at GW.

To learn more about the BMC Helix Cognitive Automation service management solutions, including new integrated chatbot capabilities for the midmarket, visit www.bmc.com/helix.


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