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Beringer serves over 1000 companies nationwide consisting of over 300 devices and servers and thousands of end users. Their growth over the years has been largely based on their reputation for providing excellent service and support to their clients. "There's no way you can put a price tag on the cost of support." said Founder and President Craig Beringer. "If I don't support my customer well, there's no opportunity to sell them any additional products or services. Providing top notch support is too important a factor to ignore."
"In the old days of support we would walk a customer through performing troubleshooting steps over the phone," said Vice-President/Partner David Buggy. "This was not very productive and took too much of the customer's time. Over the years we used solutions such as pcAnywhere, LapLink, Terminal Services and LanDesk. These solutions were better but did not give us the capabilities we need in a remote access solution." Serving customers with distributed sales and field services requires Beringer support reps to be able to access customer desktops no matter where they are located. In addition, many Beringer customers are in the fi nancial services industry and are very concerned with security and audit capabilities. Unfortunately, none of the above solutions easily enabled remote access through firewalls or had sufficient auditing to meet these needs.
Currently, Beringer has a team of 12+ support representatives providing support to all of their customers. Given their growth and responses from customers, Beringer knew they needed a remote support solution that would provide consistent accessibility, strong security, and the ability to customize and collect feedback from end users. In 2007, a project was initiated to find the best remote support tool on the market. After evaluating several solutions, Beringer finally settled on Bomgar in December of 2007 and had it up and running immediately.
In addition to support for multiple operating systems and the solution's security, Bomgar was also the only vendor to provide the ability to remotely connect to unattended systems without intervention from the end user. Bomgar was also the only solution to allow a customizable end user survey, which was very important in satisfying the need to measure service and support performance.
Beringer benefits by having our reps as productive as they can be, while the customer benefits by not having to be bothered with connectivity issues," said Beringer. With previous solutions, the rep would first have to uncover how to connect with the customer before they could even begin the troubleshooting process. Additionally, the customer always had to be available to grant the support rep permission for access to the system after a reboot.
The fact that support representatives can connect remotely and perform their job has not only given the existing reps great reliability, but it also opens the door for securing employee resources beyond traditional boundaries. Beringer is able to deliver service consistently with locations in New Jersey, Pennsylvania, Maryland and Florida. In addition, they have integrated Bomgar with their ticket system, so once a ticket is opened, they can immediately connect via Bomgar and have a complete history of the service process once it is complete.
Some of the most significant benefits of using Bomgar, according to Beringer, are reduced travel time, shorter time to resolution, and enhanced productivity. "The tabbed session format is great for multi-tasking and enables reps to handle multiple calls and issues at once. We have been completely satisfied with Bomgar and have eagerly recommended it to others in our community."
"We see nothing but a bright future ahead with Bomgar in place at Beringer Associates," said Beringer. "The Bomgar platform has enabled us to very easily take on the role of a 'Virtual IT Department' for many of our existing customers, and we are able to leverage that service to other new prospects as well. The productivity and efficiency gains that 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."
Beringer Associates, Inc. founded in 1995 and headquartered in Pennsauken, NJ provides design, implementation and support of Managed Network Services, VOIP phone systems, and CRM software, to small and medium size businesses. They have a strong focus on supply chain oriented companies and those with distributed sales and workforces. Beringer is a Microsoft Gold certified partner and a GoldMine Premier Solutions Partner.
Based in Ridgeland, Miss., Bomgar Corporation specializes in appliance-based solutions for remote desktop support. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world, in less than 10 seconds. The company is the only provider in the industry offering an appliance-based solution, providing companies with an unparalleled level of security and the ability to scale efficiently. Backed by venture capital, Bomgar has grown steadily since its inception in 2003, securing more than 4,500 customers in all 50 states in the US and over 45 countries, in addition to resellers in Canada, South Africa and the U.K.
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In the old days of support we would walk a customer through performing troubleshooting steps over the phone. [...] Over the years we used solutions such as pcAnywhere, LapLink, Terminal Services and LanDesk. These solutions were better but did not give us the capabilities we need in a remote access solution.
David Buggy | VP/Partner, Beringer Associates, Inc.
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