MTR Corporation Deployed the Latest Automated Service Management Solution by GTI


MTR Corporation Deployed the Latest Automated Service Management Solution by GTI for Processing Customer Opinions

MTR Corporation deployed the latest automated service management solution by GTI to streamline operation on handling customer opinions, which enables the company to respond more swiftly and to improve service level

(HONG KONG - 23 June 2003) Global Technology Integrator Limited (GTI), a leading solutions integrator in the territories, has announced that the MTR Corporation has deployed the latest automated service management solution in late 2002. This solution enables the MTR Corporation to streamline and automate operation on handling customer opinions collected via various channels. In this way, the company can react to customer feedback more effectively, so as to improve service level.

The MTR Corporation is a customer-oriented and open company which establishes a variety of channels to listen to the ideas of the public. Besides traditional opinion-collection channels, such as inquiry hotlines, mailbox and opinion-boxes installed in every station, the MTR Corporation also holds some liaison meetings in the form of coffee evenings, passenger liaison train and the popular radio phone-in programme with the Radio Television Hong Kong to consolidate the ties with the public.

To face the challenge on processing a variety of opinions gathered from different channels, GTI provides an end-to-end solution to streamline and automate the outmoded manual processes, so as to improve operational efficiency and productivity. GTI technicians built and customized the agile service management solution which centralized information with full profile of cases, including customer details, case description and supporting documents gathered from stations and various channels to facilitate follow-up and analysis. While the Remedy AR System is one of the major elements of the solution platform, it provides flexible foundation for automating complex business process.

With the centralized system, the Operations Department, Corporate Relations Department and other stakeholders in headquarters can acquire the most real-time and processed information from front-line stations and public activities with diminished operation and document flow between back office and stations. In this way, the company can accelerate response time to the public and encourage paperless operation which coincides with its commitment to sustain the environment.

"The MTR Corporation places emphasis on maintaining high service levels and striving for continuous improvement. To achieve this goal, it is very important to ensure the service level externally, as well as internally. During this project, GTI was completely open to learn our requirements and delivered the agile and user-appreciated service management solution with their professional services. The solution does not only optimize our services to the public and our internal operation, but also increases productivity and efficiency,?said Daniel Lai, Head of IT of the MTR Corporation "In addition, the flexibility of the system and consolidated information and data acquired via the system allow us to pave the way for future development of new services and business directions."


About MTR Corporation 
MTR Corporation is a publicly listed company in Hong Kong engaged in the construction and operation of Hong Kong's mass transit railway system integrated with development of substantial properties along its railway lines. MTR employs the best of practice in the performance and delivery of its services and is dedicated to leadership in enterprise management and in contributing to the betterment of Hong Kong society.


About Remedy 
Remedy, a BMC Software company, headquartered in Mountain View, California, provides Service Management software that enables organizations to automate and manage internal and external service and support processes. The Company's out-of-the-box, best practice applications help customers align service and support with business objectives. These applications, including Help Desk, Asset Management, Change Management, Service Level Agreements, and Customer Support, are built on the highly flexible Action Request System?development platform.

With more than 7,000 customers worldwide and more than ten years of product development and investment, Remedy's customers include 80 percent of Fortune 100 companies and 60 percent of Global Fortune 500 companies. For more information, visit


About Global Technology Integrated Limited 
Global Technology Integrator Limited (GTI) is a leading IT solutions integrator which has delivered inspiring IT solutions and professional services to various industries and government over the years. Founded in 1989, GTI keeps abreast with the evolution of technologies and business modeling to respond swiftly to market demands by partnering with global technology vendors, providing innovative solutions and delicate services.

Headquartered in Hong Kong, GTI has stretched its arm to China with operation in Guangzhou, Nanjing, Shanghai and Beijing. With established networks in Hong Kong and China, GTI is capable of providing comprehensive IT solutions and services in the territory. Visit to learn more about GTI.


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Marketing Communications Specialist
Global Technology Integrator Limited
Tel: (852) 2881 4800