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Bunchball and BMC Software Help IT Service Organizations Sharpen Help Desk Performance by Motivating Agents and Clients Alike

Bunchball and BMC Software Help IT Service Organizations Sharpen Help Desk Performance by Motivating Agents and Clients Alike

With Nitro for BMC Remedyforce, IT service organizations can shorten call times, drive down costs and cultivate a self-service support environment

DREAMFORCE ’13 – San Francisco – November 20, 2013 – Bunchball, the pioneer and market leader in gamification, has made a strategic alliance with BMC Software to integrate the Bunchball Nitro™ gamification platform with the BMC Remedyforce IT Service Management (ITSM) Suite. The combined offering is available to Remedyforce customers now from BMC Software and Bunchball, and is part of the BMC MarketZone program.

Nitro for Remedyforce brings the proven motivational techniques of Bunchball’s gamification platform to BMC’s cloud-based ITSM solution. Now IT service and support organizations have a powerful tool for improving key performance metrics by motivating agents to develop habits that shorten the time required to resolve incidents and fulfill requests. The solution also reduces incident and call volumes by incentivizing end users to find answers to their questions on their own.

“IT support and service organizations are struggling to meet service level agreements in the face of shrinking resources and stagnant budgets, which makes ITSM solutions like Remedyforce so critical to their success,” said Ken Jones, vice president, strategy and corporate development at Bunchball. “We’re delighted to work with BMC Software to bring the power of gamification to Remedyforce customers.”

Leading analyst firms have identified gamification as a crucial best practice for improving infrastructure and operational (I&O) performance. IT support and service environments are among the I&O functions that stand to benefit. Analysts recommend gamified ITSM solutions to heighten engagement, motivate agents to adhere to optimal workflows, and incentivize staff members to enhance their expertise.

Nitro for Remedyforce gives IT support managers easy, out-of-the-box methods for quickly setting up challenges that ultimately reduce calls to the help desk by cultivating a self-service environment. Through the gamified experience, a company can reward agents for expanding its self-service knowledge base by motivating them to create articles that describe solutions to common problems.

Rewards increase when the article is chosen for publication, and even further when end users indicate it solved their problem. Other challenges can improve key performance metrics by incentivizing agents to resolve tickets before their due date, and by motivating them to use templates and articles to shorten incident resolution times. The solution also lets organizations engage end users by motivating them to use Remedyforce’s Chatter or Self-Service features to submit tickets and respond to surveys.

Gamification elements – such as leaderboards, mission reminders, notifications and progress bars – are completely integrated within the Remedyforce interface so users require no additional training immediately begin engaging with the motivational environment.

Bunchball is the market leader and visionary in gamification. Powering the Engaged Enterprise, Bunchball enables organizations to improve business performance throughout their ecosystem by creating highly active and loyal customers, employees, and partners. Bunchball's comprehensive suite of innovative cloud-based solutions empowers companies to engage and motivate, leading to improved employee productivity, customer loyalty and ROI. Bunchball's world-class customers include Adobe, HP, Cisco, Warner Bros., Comcast, LiveOps, VMware and Hasbro. Based in Silicon Valley, Bunchball's investors include Granite Ventures, Triangle Peak Partners, Northport Investments, and Correlation Ventures. For more information, visit, our blog at, or follow @bunchball.


For Bunchball:
Mina Manchester
Bateman Group
(415) 697-2565