A Higher Level of Customer Support
ICE Systems is poised for rapid growth and they needed a solution to address this increased support volume. Bomgar allows their small support staff to function as a larger organization in a centralized location. In addition while monitoring their customers' datacenters; support can fix problems without requiring the customer to be present which improved overall time of response.
Smith says they can handle the increase in customer growth they are seeing without adding the overhead of field staffing. "With Bomgar, our team can function as a large help desk, offer our customers better service and tackle more issues faster."
Business Problems
- Required an additional customer support channel other than phone
- Recognized a need for a robust audit trail to meet customer requirements
- Required a remote support solution that allowed access to unattended remote systems due to datacenter monitoring services for many customers
Scope
- Five reps supporting hundreds of end users across multiple clients throughout Australia
Results
- Improved customer satisfaction by offering additional services to clients
- Improved first call resolution and incident handling by accessing unattended systems
- Handling increased call volume due to client growth with same support staff
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