Reducing Costs and Improving Service with Remote Support

Clay Guinn, GSD Operations Manager, Pomeroy IT Solutions:
Also, with Bomgar we were able to take our intellectual capital, if you will, the ... what I would refer to as your highest cost labor or your most experienced labor, and you were able to distribute their knowledge across more level-one calls. And were able to do this, again, with a multiple session. So, then the level-one analyst could then engage the necessary SME or the level-two and, in some cases, the level-three technician to bring about that resolution in a more time-efficient manner without having to actually log and escalate the ticket to a queue and then wait on a customer callback. It became more of a real-time solution scenario.

And with this particular tool, we had found that standardization across clients with different images with different support requirements became very, very practical when referencing the fact that, prior to this tool, we had custom solutions in these customer environments. We had tools that were VNC, DameWare, as well as a host of others that we were using in a customer environment, which, through non-standardization, we were using those tools in different ways at different times with ... really, at times, limited effectiveness. And at times, it didn't necessarily even bring about the necessary customer satisfaction requirements that we had with those particular customers.

So, Bomgar really allowed us to standardize the toolset and then bring all the positives, while eliminating the negatives, to each and every one of our customers across the global service desk. Also, as the previous speaker mentioned, it's very important to be able to meet your service level agreements. But, then you also have to be able to meet your customer satisfaction requirements, because it goes back to the customer, and they have to be satisfied. And what can occur is is that, in order to reach that customer satisfaction level, obviously you've got to pursue that total quality resolution. In doing that, you can definitely increase call durations to the portion where you would take out maybe an entire analyst or maybe two analysts in order to get that resolution for a period of time, at times up to an hour, even.