Press Release Details

Tuesday, June 12, 2012

Lumen21 Recognized by Nucleus Research for Outstanding Technology ROI

Houston – June 11, 2012 - Return on investment (ROI) is a critical metric for success in software implementations. Recently, Lumen21, a leading technology consulting firm, achieved more than 7,000 percent ROI after deploying BMC Software’s Remedyforce Service Desk . As a result of the outstanding business outcomes, Lumen21 earned industry accolades and was named a winner of the Nucleus Research Technology ROI Award . The Technology ROI Award honors organizations that have successfully leveraged IT deployments to maximize value per dollar spent.

Lumen21 was among the companies with the highest cumulative return on investment after replacing its existing solution with a full-featured service desk solution from BMC Software. The company upgraded its help desk software to provide more functionality, support remote locations and minimize the manual work associated with help desk tasks, change orders and IT asset management issues. By automating its service ticket generation, email responses, ticket updates and customer satisfaction surveys Lumen21 was able to increase productivity by 30 percent and ultimately saw full project payback within one week of implementation, in addition to 7,148 percent ROI over the life of the project.

“With the help of BMC Software we have been able to realize real and significant business benefits including major cost savings and an incredibly high return on our investment in the Remedyforce Service Desk,” said Ed Don, President, Lumen21. “We are honored to be recognized by Nucleus Research as a recipient of the Technology ROI Award. We are certainly pleased as there were numerous companies considered. I believe that there were 243 companies evaluated and and we were selected as one of the top ten projects for the 2012 awards. When you consider past winners include Credit Suisse for its deployment of Alfabet, Dell for its deployment of Highroads, AT&T for its Blackline deployment, and NASA for its use of Vignette, we certainly understand we are in special company”.

“This Award recognizes companies that are able to demonstrate the link between IT strategy and business goals,” said Rebecca Wettmann, vice president of research of Nucleus Research. “Lumen21 did an excellent job illustrating this with its BMC Remedyforce Service Desk implementation and clearly showed how they were able to reduce operational costs while increasing productivity to achieve industry-leading return on investment for a technology deployment.”

Since 2003 Nucleus Research has sponsored the Technology ROI Awards to recognize the top ten technology deployments based on the actual value returned from the project. Full ROI case studies are developed for each winner and the complete list of winners can be found on the   Nucleus Research web site .

“As an early adopter, Lumen21 continues to successfully leverage BMC Remedyforce to drive significant improvements in service delivery, customer satisfaction and ultimately ROI,” said Dave Hansen, vice president and general manager, BMC Software. “We congratulate Lumen21 for its well-deserved recognition from Nucleus Research as a Technology ROI Award recipient.”

For more information about Lumen21 and their successful implementation of BMC Remedyforce Service Desk solution, please visit:

Nucleus Research ROI Case Study: Lumen21

Video: Lumen21 Client Satisfaction Increased 20% using Remedyforce

BMC Case Study:Lumen21

For more information about BMC and its Remedyforce Service Desk solution, please visit: Remedyforce Service Desk

About Lumen21
Lumen21 is a leading consulting firm specializing in infrastructure optimization, application solutions, and network and operations management. Lumen21 works with clients to provide visibility and control of their physical, application and operations environments. Lumen21 consultants are equipped with the methodology and tools that allows them to integrate the business issues and the needed technology solutions to address them.

Business Runs on IT. IT Runs on BMC Software.

More than 25,000 IT organizations – from the Global 100 to the smallest businesses – in over 120 countries rely on BMC Software to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry’s broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended March 31, 2012, BMC revenue was approximately $2.2 billion. For more information about BMC Software (NASDAQ: BMC), please visit

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