Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Malcolm Hooper, Operations Manager, Practice Partner:
So, the bonus ... the initial bonus items here were that we didn't have any HIPAA concerns about the hosted solutions. We didn't want to worry about what the hosted solution was doing with the file transfers that were going on. We wanted to make sure that we were able to send files back and forth to customers and do it securely as typically we would have to update their data or they would want to send us data. We also really liked the chat feature that's included. That allowed our reps to hang up on the site and just communicate to the site via chat and allowed our sites to free up their phones as well. A lot of times we're talking to ... we're working on the receptionist's computer and they would need their telephone available for their own use.

We can also now work on multiple computers from one reps PC. So, a rep would have ... like typically they'll have two, or three, sometimes four sessions that they are working on. In some sessions we're waiting for some indexing to go on or for some data to be copied and meanwhile the rep can be efficient and work at another site's computer.

Another benefit here was that our reps are able to transfer these sessions to other reps and they can escalate it to a more senior rep. This has saved quite a bit of time and made this transition very smooth from our customers' standpoint. The installation took about an hour for us so that was great. In fact, after it was installed, one of my team members came in and expressed he was that this new edition to our server room was actually ... took up very low maintenance on his end and very low overhead as far as getting it up and running.

We in the IT department use the Bomgar™ for internal PC uses or PC issues and I want to also say that Bomgar's support has been excellent and it has been really nice working with them. And, that's also a factor that we didn't incorporate initially but we're pleased that they have top quality support.