Reducing Costs and Improving Service with Remote Support

Clay Guinn, GSD Operations Manager, Pomeroy IT Solutions:
And with that said, Bomgar allowed us, again, to engage those highly technical resources in a more cost effective manner to bring that resolution to the end user. As we progressed through the pilot, we also found that our mean time to resolution was actually reduced because, as the analyst was able to go into the machine ... with the end user in front of them, they no longer had to rely on the end user to interpret complicated error messages, basically application induced errors that would then be difficult to translate in the appropriate technical speak back to my analysts. So, they were able to see what the end user was seeing and then resolve the problem in a more time efficient manner.

And as this technician was able to get into the unit to facilitate that resolution, then that also helped prevent escalation to desk-side and reduce the desk-side visit requirement, because then we were able to see the exact situation that the end user was seeing. And it really cut down on the fact that people would just send the desk-side guy over, because they felt like that they had someone there that was strong enough with the right skills to solve their problem on the telephone. So, it actually reduced requests for desk-side support through frustration, feeling like the end user was not getting anyplace.

Also, with Bomgar, through the record feature and the capability to record the fix and the resolution, when we did escalate to second-level or third-level support or application developers, they were able to record that fix, and then push that level-two, level-three fix back through the roof to the level-one analysts, because then, even if they didn't have the particular technical skill set to resolve the problem, they had the steps in front of them, and it became very intuitive.