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Remedy seeks help in new markets

Remedy seeks help in new markets

Help desk vendor Remedy Corporation plans to increase its presence in the local market by entering two new product sectors and ramping up its network of channel partners.

To support the new initiatives, Remedy has also opened an office in Australia.

But the channel needn't be concerned that this is a signal of the company's intention to go direct, according to Craig McDonogh, Remedy's channel marketing manager.

"The only way we work is through channels, except in the US," McDonogh told ARN. "We're very channel-oriented and have been from when the company was first established in 1991."

Remedy has already expanded its flagship help desk product of the same name to incorporate functions such as asset management, change management, service level agreements (SLAs) and Y2K compliance tracking.

Now it also wants to move into the customer relationship management (CRM) and enterprise resource management (ERM) markets.

Still on the drawing board

Development of a CRM-type product is still on the drawing board, but McDonogh said Remedy will have its first ERM product - a purchase requisition module - out by the end of the year.

The ERM modules are designed to front-end enterprise resource planning (ERP) systems, providing a more user-friendly interface and increased functionality.

McDonogh claims Remedy's decision to move into the new sectors was driven by customer feedback which indicated 50 per cent of its help desk users also required CRM applications, while 40 per cent needed ERM capabilities. To support its drive into the CRM and ERM markets, Remedy is recruiting for new channel partners.

Currently, it has three value-added resellers (VARs) - Planwell Technology, AusMosys and Workflow Solutions - while its systems integrators worldwide include Sun, IBM Global Services and Hewlett-Packard. In addition to growing its existing relationships, McDonogh said Remedy also plans to add new VARs to its list.

"We want the minimum number of resellers required to achieve the 40 per cent market share we want," McDonogh said. "We don't want box movers but people who can implement the solution and provide training and consulting services resources on an ongoing basis."

Remedy Corporation

Tel (02) 9415 1016


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