Reducing Costs and Improving Service with Remote Support

Clay Guinn, GSD Operations Manager, Pomeroy IT Solutions:
We also focus on cost take-out with value. We need to increase cost efficiencies. We need to decrease those costs. But then, we've also got to maximize our customers' IT investments because, in custom solutions, service levels provided obviously have to be funded. And the idea is to bring that total quality solution to the customer. And as we move forward in the presentation I'm also going to be talking about some of those numbers that were then proven in the pilot.

In this particular environment, we have 20 plus customers in a centralized support environment. And as mentioned before, we provide the support desk, which is also the barometer to the business. We generally handle 60,000 to 70,000 calls a month. Those are level one/level two calls, as well as some level three support and certain custom solutions. We do have very intense level one usage. And at the level one ... first level resolution phase, then that is where you can have some cost prevention strategies as well because, the more that you can close at the desk, the more efficient and more cost effective that you are.

In this particular pilot, we found that we could increase first-call resolution by 15 percent. We could also reduce the mean time to resolution on our top 10 resolvable calls. As we were reducing that time to resolution, we also found that we had an increase in customer satisfaction. We were able to get our experience through our subject matter experts, our second-level techs on those particular desks involved in the resolution. We were able to do that without a transfer of the telephone call, because, with Bomgar, you can have multiple sessions where you can engage multiple technicians. So, you can then bring them in to the solution phase without having to transfer the customer over to someone else, place them on hold, and things of that nature that would then prolong the resolution.