Remote Support in 2007: Solution Requirements

Nathan McNeill, VP of Product Management, Bomgar™:
Think about this as well, it used to be that when you were getting a support phone call it may have been for a single product. Today it's probably for your particular product along with the way it interfaces with other people's products or their overall network or system. So, support has become much more complex and this equals a lot of headaches for the support organization. And, it means the support organization is going to have to scramble to keep up with these trends.

So, how does remote support help? Well, remote support will allow you to decrease incident handling times by 30 to 70%. And, these are not numbers, by the way, that we made up. These are all numbers that we've received from our customers after they've had time to use the solution and see its benefits. You can decrease travel time by as much as 70% if not eliminating it all together for certain types of support. You can decrease call escalation by as much as 70% keeping calls resolved at lower tiers of support instead of having to escalate those to third or to second or third tier support which costs much more. You can help more clients. Obviously if you have more time you're able to help more clients which reduces wait times. It also means that, geographically, if you're having to go on-site for some particularly complex support incidents, you can support a broader geographic radius by not having to go on-site but still being able to offer a high level of support. You can also decrease repeat incidents by verifying that the incident was actually resolved.

When you're able to see and interact with the PC you can verify much more accurately whether the resolution is complete versus if the user's trying to communicate to you whether it's complete over the phone. Overall, this increases customer satisfaction and allows the support organization to do more with less. It means that, with the growing needs that we talked about on the previous page, when you compare those with the benefits that remote support offers, what you get is a huge adoption of remote support.