Remote Support, Secure Chat and Automated Surveys for Hornbill Customers

Key Benefits

• Eliminate on-site visits
• Increase first call resolution
• Accelerate resolution time
• Measure and exceed SLAs
• Increase helpdesk capacity
• Audit every support session
• Ensure security of data

Support and IT organizations using Hornbill Supportworks to automate incident management can now integrate with Bomgar to improve service levels, centralize support processes, and strengthen compliance. Bomgar's integration adds robust remote support, access to detailed system information and secure chat to Hornbill Supportworks solutions.

Remote Support Speeds Resolution and Cuts Costs

Bomgar's integration with Hornbill Supportworks allows a support representative to launch a secure, remote support session directly from a ticket and immediately begin diagnosing and resolving a problem- increasing first call resolution rates, shortening call times, and eliminating on-site visits. Bomgar's remote desktop control is multi-platform, which means support technicians can remotely support desktops, laptops, servers and smartphones across operating systems.

Bomgar support representative console
supporting a Windows XP laptop

Quickly start a remote support session
within Hornbill Supportworks

Strengthen Compliance

Bomgar automatically logs key session information and records videos of each support session. Logged information can be viewed directly within the Hornbill Supportworks interface. Bomgar's advanced logging and reporting capabilities establish a detailed audit trail and arm supervisors with the information they need to optimize service desk operations and improve staff management and training.

Increase Self-Service Adoption with Secure Chat

With Bomgar, support representatives can communicate securely with customers and other team members. Bomgar records chat transcripts, simplifying the collection of audit trail details. Transcripts are tied to service desk tickets and can be exported to external databases.

• Chat with customers and other support technicians or teams
• Create and send pre-scripted canned messages
• Push URLs or files to remote customers
• Elevate from chat to full remote support with just one click

Measure Service Levels and Improve Customer Satisfaction

Monitor customer satisfaction and support performance with Bomgar's customizable surveys. Administrators can survey both the customer and the support technician at the end of each
remote support session.

• Customize 10-question surveys for the end of each session
• Create separate surveys for customers and technicians
• Monitor performance of individual representatives or support teams

Assure Data Security and Compliance

Bomgar's appliance-based architecture keeps sensitive data in-house, rather than routing it through a third party. Maintain an automated, detailed audit trail with Bomgar's security-tested appliance.

• Keep data on-site under security measures already in place
• Automated record of every remote support session
• Security-tested by Symantec^TM

Increase Effectiveness, Efficiency and Retention of IT Talent

Bomgar lets technicians work directly with the systems they're supporting from anywhere. Eliminate travel costs, lower your cost per call, and allow your staff to serve customers no matter where they are.