More Than 7,500+ Customers Have Transformed Their Support Operations with Bomgar
Every day, more and more global organizations are fundamentally changing how they deliver support to their customers, employees and partners with Bomgar. By creating a customer-centric model backed by collaborative remote support, Bomgar forms sustainable partnerships with our customers to ensure they implement best practices and accelerate the achievement of their IT support goals - whether their objectives are to improve operational efficiency, reduce overall IT support costs, strengthen security or increase customer satisfaction.
Our customers regularly experience a:
- 20-30% increase in staff productivity
- 35-45% improvement of first call resolution
- 25-50% reduction of incident handling
- 10+% improvement in customer satisfaction
Many of our customers are former customers of our competitors that have made the strategic decision to switch to Bomgar to accelerate the achievement of their remote IT support objectives.
Transportation Company Reduces On-Site Support Visits 90% with Remote Support Appliance
With approximately twenty percent its 500 employees located outside the company network, ACME Truck Line's seven-man tech support team required an effective solution for remote support. Bomgar's architecture enables ACME to support all of its employees, whether they are located inside or outside of the company network. Read More
Tier-2 Call Center Gets Customers Back to Business Faster with Remote Support
Activant plans to expand the use of Bomgar in their support organization even more. They are currently working on initiatives that include introducing the use of Jump Technology for connecting to unattended systems and integrating a customer support knowledgebase. Read More
Healthcare Software Provider Alleviates Support Rep Frustration
With more than 40,000 US physicians relying on Antek's technology, Antek has to be able to provide fast, effective support for its medical office software products without physically visiting the client's computer. Using Bomgar, Antek can now support its customers without any firewall configuration or pre-installation of a client on the end-user's computer. Read More
Australian Financial Company Eliminates On-Site Support Visits Using Appliance-Based Remote Support Solution
The largest third-party mortgage wholesaler in Australia, Australian Finance Group's support reps are responsible for software support to server administration for AFG's employees and offices throughout the country. AFG boosted its support capabilities by implementing Bomgar, decreasing support call hold times by 20% and total call resolution times by 30%. Read More
Revolutionizing the Online Exam Industry
"We take advantage of a number of Bomgar features to connect to and monitor the student's computer. At the end of the day, what we accomplish with Bomgar distinguishes us from our competition. To make this an authentic, online proctored environment, we must dot all the i's and cross all the t's from the institution's perspective. Bomgar makes that possible." Tim Dewey, Chief Operating Officer Read More
Systems Integrator Becomes “Virtual IT Department” for Customers
"There's no way you can put a price tag on the cost of support," President Craig Beringer says. "The productivity and efficiency gains we have experienced with Bomgar are paramount in today's fast-paced help desk environment. This puts us in an excellent position to continually expand our support service levels and offerings." Read More
An IT Department That Fully Serves Its Busy University Community
In 2009, Bucks New university entered a joint agreement with Cisco and HP for IT services and infrastructure. When Bucks outlined its remote support needs to serve its campus communities, Cisco/HP recommended Bomgar as a possible solution. Read More
Healthcare Software Provider Maintains Security and Reduces Exposure with Appliance-Based Remote Support Solution
With strict data and network access policies, the CACTUS support team required a remote support solution with an on-site appliance to reduce the number of parties involved during remote sessions. "The Bomgar solution fits our needs, instead of the other way around, and we like that. We also like that we can call it 'our' solution," says Paul Marvin, Product Support and Deployment Analyst. Read More
Delivering Online Support with a Tangible Difference
When Vice-President of services Rich Surace joined the company, Carbonite was already using Bomgar's hosted solution for remote support and Surace knew there were additional features that Carbonite could use to its advantage. "The ability to monitor agent activity and customer interactions were two main capabilities the hosted version of Bomgar didn't fully provide," said Surace. "I wanted to take advantage of all the features Bomgar offered as I knew from experience they would help us meet our customer satisfaction goal and enhance our operational efficiency." Read More
Remote Support That Helps Deliver an Exceptional Customer Experience
Carestream Dental, a customer of Bomgar since 2005, develops and supports practice management software and digital radiography equipment for oral health professionals. The company’s solutions manage every point in a patient’s visit, from appointment scheduling and check-in, to medical charting, producing chair side treatment cards, office activity reporting and insurance claims. Read More
Sign of the Times - Supporting Students around the Globe
As CMU's off-campus and online enrollment continued to expand, the Office of IT realized it needed a more effective and flexible way to support geographically dispersed students and prospects. Read More
Support for Remote Clients Raising the Bar at CSC
"When you're dealing with government agencies or healthcare organizations, security, logging and audibility is paramount. We needed a tool that could provide both help desk efficiency and best-in-class security." Read More
From Cumbersome to Streamlined
With nearly one-third of its workforce is remote, DJO suffered from days of productivity loss and shipping costs while shipping equipment overnight for repairs. With Bomgar, the same issues can be addressed in one hour – versus three days of productivity loss and overnight shipping costs. Read More
Assuring Security and Better Customer Support for Every Environment
Eat'n Park Hospitality Group operates in 150 locations with approximately 10,000 employees. Mike Castillo, director of network infrastructure and security, wanted a solution that would provide better remote support to its locations while meeting compliance requirements. "All of our field systems could be accessed using Bomgar, and the solution offered a portal where we send our users for support," said Castillo. "For us, it was an instant win." Read More
Secure Support – The Prescription for Pharmacy IT
As a technology vendor to pharmacies and other healthcare sites, Emporos Systems needed a remote support system that could provide the highest level of security. Bomgar has been instrumental in helping Emporos maintain compliance with healthcare and retail industry regulations. Read More
Enhancing Customer Service Across The Globe
Prior to using Bomgar, Fidessa's support technicians relied upon the user's descriptions of issue and queries they were having, along with screen-shots of the user's computer screen, in order to diagnose and solve issues. Because of the complex nature of Fidessa's trading platforms, exchanging accurate instructions and information with the user was sometimes cumbersome and could lead to extended support calls. Read More
IT Outsourcer Lowers Travel Costs by Virtualizing Support Staff with Remote Support Appliance
Fiserv selected Bomgar's remote support appliance as the foundation for its vTrips (virtual trips), eliminating the cost and productivity issues caused by travel. Read More
Enhancing Collaboration and End-User Satisfaction by Consolidating Remote Support
The Client Services team decided to perform an on-site test of Bomgar along with Citrix GoToAssist Corporate and LogMeIn Rescue, both cloud-based solutions. “During the testing, it became evident that one of the cloud-based tools did not have the functionality that our teams required,” said Trickey. “The University’s Internet connection also went down for a period of time during the testing, rendering both cloud-based solutions inoperable, but with Bomgar we could still support users on our network. Read More
A Higher Level of Customer Support
ICE Systems provides remote support to customers across a variety of platforms and, because many of their customers are in highly regulated industries, needed to be able to trace the path of individual reps and their actions during remote support sessions. ICE Systems purchased Bomgar for its extensive reporting capabilities to provide their customers insight into all remote support interactions. Read More
A Higher Level of Customer Support
Informatics Merseyside provides IT support to more than 11 National Health Service (NHS) healthcare trusts in the Merseyside metropolitan area of North West England. With services that include service desk support, desktop support, Voice & Data, Technical Support, Training, Software & Web Development and IM&T project management, the organization is responsible for approximately 300 sites and 20,000 desktops. Additionally, it supports mobile devices for the clinicians, nurses and administrators working within the Merseyside Care health economy. Read More
A Remote Support Solution to Meet Johns Hopkins University's Rigorous Security Standards
Evaluating its support services, the Information Technology Support Department learned that their remote support solutions were substandard in terms of security and reliability. Federally funded, the Lab often works with sensitive information from agencies including the Department of Defense and NASA. Read More
University IT Team Provides Quality Support to Students and Faculty around the World
The IT support team at the Johns Hopkins Bloomberg School of Public Health is able to provide the same quality of support to students and faculty calling in from Botswana as they are to those calling in from an on-campus research building. Read More
Extending IT Support to Meet the Needs of a Growing University
With the ability to do remote support, the IT department has moved its support technicians to a centralized location where they can support both walk-in users and remote users throughout the University. By centralizing the support center and significantly reducing travel, La Salle has greatly improved its efficiency without adding resources. Read More
New Project: Launch HIPAA Requirement Ready Support Line for 4,100 Physicians
After evaluating several remote support solutions, Bomgar was the only solution to meet the Memorial Hermann physician support task-force's criteria. Bomgar complies with HIPAA requirements, leaving no footprint on the remote system, and Memorial Hermann's implementation requires the end-user to initiate and control the remote support session. Read More
Major Healthcare System Redefines Support Center with Remote Support
Remote support is the most cost-effective solution the Norton Healthcare support organization has found for increasing customer satisfaction, reducing disruptions in productivity and meeting HIPAA compliance regulations. Implementing Bomgar has changed the way they do business and they realized a return on investment in just eight months. Read More
Novell Uses Collaborative Remote Support To Transform Its Customer Experience
During a time of constrained budgets, limited resources, and increased service demands, Novell implemented a new remote support tool from Bomgar and realized significant productivity and customer satisfaction improvements. Read More
Bomgar Extends IT Service Provider's Reach Across Platforms
PlumChoice support agents drove the quick adoption from GoToAssist™ to Bomgar. The reaction to the change was "revolutionary," says Surace. In addition, they are able to "provide the support they were trained to do." Read More
Ensuring customers get the support they need
"It all began when we ran into a situation where we had to upgrade a large number of devices remotely. The cumbersome process was extremely frustrating," said David Ruchman, CTO of powersolution.com. "So we began searching for a solution that would solve these issues." Read More
Innovating With A Remote Support Solution To Match An It Service Provider’s Unique Commitment To Quality Service
“We’ve had 100 percent uptime with the Bomgar appliance. Bomgar supplies regular service patches and upgrades which we apply to keep everything up-to-date. That kind of reliability is what sets our business apart, and Bomgar helps us deliver on it.” Read More
Qualcomm Optimizes Technical Support Outreach with Bomgar Implementation - IDC Customer Spotlight
Qualcomm chose Bomgar integrated with ServiceNow to support more than 40,000 devices globally and enhance their support services with chat. This Customer Spotlight from respected analyst firm IDC outlines Qualcomm's multi-phased program to improve its IT support functions and the benefits the company realized from implementing Bomgar for remote support and chat. Read More
Remote Support Efficiency Makes Texas Smaller
Just 11 support staff are responsible for providing IT support and training services to 42 school districts within the Region 14 Education Service Center support area. So how can such a small team serve over 160 campus sites, 200 administrators, 4,000 teachers and 43,000 students dispersed over hundreds of square miles? Read More
Helping a National Memorial Manage its Critical Operation Systems
“We have numerous vendors that need access to their business systems 24/7 to update them and keep them running,” said Stephen Hey, manager of technology infrastructure & security for the Memorial. “We wanted to make sure that these vendors could remotely access their systems without a lot of difficulty, but at the same time, we wanted the ability to control and monitor access. With Bomgar’s Embassy feature, we were able to do just that. Bomgar was the only solution that met all of our requirements, particularly when it came to security.” Read More
Advanced Capabilities Enhance Remote Support for a Global Organization
"We evaluated several other products before choosing Bomgar. Unlike the cloud-based solutions, Bomgar is an appliance that we deploy within our network, giving us in-house, centralized control over all remote support activity. We didn't have that control with the cloud-based remote access tools that route sensitive remote support logs and screen-sharing recordings through their own servers." Read More
Standing Apart From the Crowd in Meeting Global Remote IT Support Needs
"One thing we really liked was Bomgar's solution is unique as a stand-alone appliance that sits behind our firewall. This gave us the ability to configure and integrate it with the other security measures in our IT operations and network," explains Neil Cornwell, director of service support. Read More
University Chooses Appliance-Based Remote Support Solution Over Leading SaaS Solution
"We chose Bomgar over LogMeIn because we couldn't depend on the SaaS vendor. It was just one fiber cut away from being cut off from the world. That's not a risk we were willing to take." Read More
An Innovative and Secure Remote Support Solutions Provides a Personal Touch
With over 100,000 email accounts at the University, the EITS team knew the migration project would require a remote support solution to get everyone's desktop and mobile devices set up. "Many of the solutions we reviewed seemed very limited in the devices they supported. Bomgar impressed us as being innovative with regard to both the range of devices it supported and its constant release updates to stay in front of new technologies," explained Rachel Moorehead, IT Professional Specialist. Read More
Remote Support That Helps A Higher Ed Institution Achieve Its Strategic Goals
"With Bomgar, our help desk team can simply log in,quickly fix a problem and we’re on to the next user’s issue. We are now able to close support tickets on average within 24 to 72 hours, rather than weeks." Read More
Meeting the Changing Support Needs of the University Across Five Campuses and Internationally
“Looking through the remote support tools that were on the market, we quickly realised that there was a lot more to consider than just being able to remotely support our users’ devices. We analysed our IT environment and saw that a single tool was required to support multiple platforms. We also have a lot of diverse creative arts students, whose needs and requirements differ depending on the course they are studying. It was clear that a need to support an increasing number of iPads and Android devices within our environment had to be addressed,” said Davies. Read More
Taking IT Support for a Vibrant University to a New Level
"One thing that set Bomgar apart from another popular solution that the other company wanted to charge extra to support anything other than Mac and Windows. Bomgar's solution also includes Linux and mobile device support. We have several departments that use Linux technology, so having that capability was an important factor in our decision," said Sarah Kennedy, IT Support Office Manager. Read More
Web-Retailer with Linux-Based Support Desk Manages Users on Multiple Operating Systems with Remote Support Appliance
As an open-sourced IT organization, Linux support was a critical factor. Now not only can the Zappos.com IT team support Linux, they can also support Windows, Mac and mobile devices. Read More
