Reducing Costs and Improving Service with Remote Support

Raleigh Gould, Moderator:
Actually, I think we'll turn that over to Clay for ... Pomeroy to talk a little bit about how he is using the Bomgar solution. So, Clay?

Clay Guinn, GSD Operations Manager, Pomeroy IT Solutions:
Excellent. Thank you, Chris. Good afternoon, everyone. This is Clay Guinn with Pomeroy IT Solutions. I am the Global Service Desk Senior Operations Manager. We are an IT outsourcing and professional services provider. We provide everything from Help Desk to depot support to consulting services, desk-side support, distributed services, things of those nature, really a one-stop shop should the customer choose to use us as the provider for all those services.

What I'm here to talk about today is the results that we were able to produce with a pilot with Bomgar in our environment. And that environment scales across the industrial sector, the financial sector, as well as the services sector. And what I'm going to talk with you about today is really the operational results that come from using Bomgar in the environment.

Here at Pomeroy we have a mantra, "Right way equals right results." And the challenge in that is is that you have to find the right way for your customers, for your employees, as well as the right tool set to go into your toolbox in order to make those things happen. And as the previous speaker mentioned, in your support base you have quality of service as your base, and then also you have speed of service. Speed of service can never exceed your quality of service. And Bomgar proved to help us maintain a quality of service while then increasing our speed of service, which then goes back to customer satisfaction and things like total time to resolution reductions.