Customer Case Studies:
Remote Desktop Support
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Switching from GoToAssist, Houghton Mifflin Harcourt is able to achieve a 90% first call resolution rate and handle dramatic peaks in call volume with Bomgar's remote desktop support appliance.
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By consolidating IT services into one department and implementing Bomgar™ appliance-based remote access software, the Salvation Army provides effecient support to employees all over the west coast.
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Switching from pcAnywhere™, Louisiana-based ACME Truck Line increased first-call incident resolution by 90 percent with the Bomgar™ remote desktop support appliance. And their redundant deployment of the Bomgar Box™ follows disaster recovery best practices.
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By implementing clientless remote desktop support, medical office software provider Antek Healthware reduced headaches for their customers and IT helpdesk. In the process, call times were reduced by 33%.
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By replacing pcAnywhere™ with Bomgar™ remote access software, financial firm Armstrong Watson's help desk can support clients and employees throughout the UK without having to pre-install a software client, decreasing on-site support visits by 80%.
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Frustrated with supporting clients and employees from all over Australia via phone, financial services provider Australian Finance Group's support team implemented remote desktop support and virtually eliminated on-site support visits.
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Fed up with walking non-tech savvy customers through fixes over the phone, Florida-based systems integrator GulfCoast Networking improves response time drastically and decreases travel costs with Bomgar™ remote desktop access software.
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Minidoka County School District's IT helpdesk increased call handling capacity from five to over 80 incidents per day with Bomgar™ PC and Mac remote access software, enabling efficient support for 10 sites and 3,000 computers with only three technicians.
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Supporting their 37,000 customers with pcAnywhere™ didn't work for dental practice software provider PracticeWorks, as it often required reps to connect via modem. By implementing clientless remote desktop support, they save over $5,000 per day in decreased call time.
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Unable to provide hands-on support to clients outside of networks to which they had administrative access, systems integrator Precision IT now supports traveling and remote clients with Bomgar™ help desk support software, increasing call handling capacity by 25%.
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After using Microsoft Remote Desktop™ for a period of time and trying VNC and WebEx™ Support Center, systems integrator WechTECH finally made the jump to Bomgar™ help desk support software, decreasing call times by 70%.
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Supporting 4,000 employees and 32,000 students spread over a 100 mile radius, Texas State University's IT team was able to reduce call escalation by 80% using Bomgar's PC and Mac remote access software.
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After ditching a help desk support solution that went permanently on the fritz, IT consultant Todd Herbic, owner of TLH Consulting, decided to bring everything in-house with Bomgar's solution for the individual, the B100.
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