Challenges of Remote Support for the Service Desk

Web-Enabled Linux Remote Support

Bomgar works seamlessly through corporate firewalls without requiring a VPN or other configuration. In addition, Bomgar support sessions can be initiated in seconds without requiring pre-installed software. This means that you can be on the screen in seconds, even if it is your first time to connect to a personal laptop at a WiFi hotspot across the world.

Non-Windows Operating Systems

Bomgar supports Windows 95 through Windows 7, Mac OS X and multiple Linux distributions. It also enables remote control for BlackBerry and Windows Mobile over the web through numerous built-in device emulators. Bomgar standardizes the support process, making each incident the same no matter what operating system the remote computer is running.

Session Distribution

Enterprise organizations like Novell in software and Zappos in retail use Bomgar to support their Linux customers, users, and infrastructure. Bomgar enables granular control over technician permissions through individual or group policies integrated with your own internal directory using LDAP, RADIUS, Kerberos, or other security providers. Beyond controlling access, Bomgar gives you the capability to record every session in video format so that you can audit every click and keystroke of every session, ensuring the integrity of system data. Bomgar’s EmbassyTM feature even enables you to create separate groups for vendor access, ensuring that both internal and external system access is centrally controlled and auditable.

Scripts & Tools

With Bomgar you can create, organize, and catalogue any number of pre-built scripts. This enables your service desk to automate routine diagnostics, troubleshooting and remediation. Scripts can also reference a file for more robust tasks, such as software installations. This functionality is cross-platform and can be shared across teams to ensure that every technician is using best practices. In addition to scripts, Bomgar offers numerous shortcuts and tools (such as file transfer, reboot, system info, and command line) that speed and automate your service desk’s job.

Reporting & Administrative Dashboard

Bomgar enables you to monitor all remote support sessions in real time. Administrators can transfer sessions, join sessions, or even view the rep’s entire desktop for performance monitoring. After the fact, Bomgar’s customizable exit survey enables you to measure your rep’s performance with users and Bomgar’s extensive reporting data gives you a clear picture of your most vital metrics. Bomgar Customers have seen:

• Increased 1st Call Resolution by 35-45%
• Reduced Incident Handling Time by 25-50%
• Reduced On-Site Visits by as Much as 90%
• Decreased Call Escalation by 10-30%

Additionally, Bomgar’s customizable exit survey enables you to gauge your most important metric, customer satisfaction, on a session by session basis and gain valuable information about customers’ preferences.

Security

Service desks at Fortune 500 companies like Humana in healthcare and Fiserv in financial services use Bomgar to support their users. Bomgar enables granular control over rep permissions through individual or group policies integrated with your own internal directory using LDAP, RADIUS, Kerberos, or other security providers. Beyond controlling access, Bomgar gives you the capability to record every session in video format so that you can audit every click and keystroke of every session, thus ensuring the integrity of user and system data. At the end of the session, you even have the option to provide the customer with a transcript of the chat conversation and a video of the session.

Escalation & Integration

Bomgar’s centralized, appliance-based model enables you to integrate Bomgar securely into your internal systems and connect your support team with other teams and other groups within your company. Bomgar offers pre-built connectors to service desk management platforms from HP and BMC, as well as a robust API and software development kit. Using these integration tools, you can keep all of your incident data in one place by associating Bomgar sessions with your incident IDs.

If a session needs to be escalated, the Bomgar rep can transfer or share the session with another rep or another team, enabling technicians from all over the company to be on the same screen resolving the problem. This escalation process can be initiated from the web without downloading any software using Bomgar’s Click-to-Chat feature. With Bomgar, you can even give your clients a short-cut into the remote support process by placing a Bomgar Button on their desktop. One click and your customer can begin receiving remote support over the web.