Supporting the Widespread Campus:

Remote Support at the Ohio State University

Duane Rigsby - Assistant Manager & Coordinator, Ohio State University South Centers:
Some of our other - the savings, of course, was being able to work with end users much quicker. Those times, you know, we don't, you know, they call us up and say, "We've got this small problem here with a scanner or our piece of software is not working right." Before we had to say, "Well, I can get to you next Friday," or if it was even this week, you know, I could say I could get back to you on Thursday, and they're going, "Oh, no, you know, I have a presentation tomorrow night. I need this fixed."

So, if we couldn't talk 'em through it on the phone how to fix that, we would have to drive two and a half hours over, and all of a sudden we go, "Oh, this is what it is," and it took literally two minutes to fix. Or, you had to plug in a cable or something to make that work. And that's how easily this makes it our - part of our job that much easier.

We actually have our clients now, our educators and other people that we support actually call us up and say, "Hey, get on the Bomgar™ thing and fix my problem here real quick." And that's - that makes, you know, they actually now are enjoying this because they'll actually holler at some of their other people in the office and say, "Hey, my computer's possessed," you know, the mouse is moving.

And that's the other plus. You can - the end user sees everything that you're doing and that makes them feel a whole lot more comfortable when they're doing this remote session with you. And savings on travel budget - we don't have to travel. Some of our other techs - I don't travel that much. I'm sort of the - you can call me the backup person or the phone support person of this, and also now, you know, I do a lot of Bomgar™ sessions with other clients here for us. But the travel budget - some of our techs has actually cut down 20, 25% of their travel time, and some of 'em have done more than that on occasions.

You can immediately resolve these problems that are - we call easy fixes. Things that, you know, just like that finding files and such like that. And it's just been a super product for that, but doing the remote support and people calling us has been the biggest thing. And then that word obviously gets out to all of our other clients, and they call us up and say, "Hey, fix this problem."