ITSM Solution Transforms Media Customer Experience, Reduces Unresolved Support Tickets by 90%

Digitally enabled processes and automation substantially reduces unresolved customer support tickets and improves time to resolution by 25%.

Challenge / Goal

A Canadian communications and media firm partners with a U.S.-based media and cable company to supply on-demand services to their customers. They lacked a digitally enabled process to communicate and track customer support tickets in an automated fashion across the separate entities.

The company required an IT service management (ITSM) solution that would enable their consumers to easily initiate service requests and report issues with on-demand services, without duplicate manual entry into as many as eight separate support systems. The company turned to Bridgenext (formerly Emtec) to unify their disparate systems and provide efficient tracking capabilities.


Bridgenext delivered a cohesive BMC Remedy to ServiceNow integration across the two companies’ service management platforms with a custom customer interface to ensure seamless communication and tracking of service tickets from conception to resolution across entities and other third parties.


The service management integration provided an automated mechanism to track user customer support issues across organizations for faster resolution times and higher customer satisfaction levels.

  • End-to-end SLA management is now possible
  • Simplified support ticket submission and tracking mechanism across entities
  • Customers enjoy an automated and enhanced support experience
  • Bi-directional ticket creation by consumer or content source


Professional Services


  • 90% Reduction in unresolved support tickets
  • 40% Decrease in average response time
  • 25% Decrease in average resolution time
  • Able to focus on optimization vs. escalation management

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