Applaud's growth and ability to improve its services had been limited by a basic help desk ticketing system.
With 15 customers - including some well-known organisations such as Caltex and the Fred Hollows Foundation - Applaud typically handles between 6000 and 7000 tickets per month.
The adoption of Remedy has allowed the company to improve the mean time to repair.
Applaud runs two copies of Remedy. One is multi-tenanted, and used by clients that are satisfied with a simple link to their Active Directory.
The other is a dedicated instance, used by clients with more complex integration requirements and in some cases their own branding.
Remedy was selected ahead of products from ServiceNow, HP, and Altiris.
"BMC Remedy has allowed us to give our long-standing customers the confidence that we're maturing as a business and growing with them.
"If you can deliver a consistent ITIL-standard outsourced managed service that in itself is a differentiator because there are not too many companies that can do it."