Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Malcolm Hooper, Operations Manager, Practice Partner:
The last bonus item here is a dialogue box that shows up when the local machine – when the connection is over, when our reps disconnect. And, the dialogue box basically tells the end user, the customer, that Bomgar™ has been completely removed and their computer cannot be viewed or accessed in any way. And, as far as some of the conclusions for this talk, here's some metrics that we were able to measure from before and after. We were able to reduce our median response time by 64% and our median resolution time decreased by 75%. And, we can track – we can also track customer satisfaction improvement directly as a result of this.

These measurements are based on the month prior to. In the month of April I took measurements from April and then just – and then after Bomgar™ was installed. And so, this has been a tremendous improvement for our customers and for our support staff as well. They are very, very happy with it.

Support revenue is also improving. We're seeing anecdotally that. we haven't done actual measurements yet, comparisons, but we have had fewer cases of frustrated customers wanting support discounts.

Some intangible benefits are no frustrations. Our employees are able to use this tool without much effort. The IT staff that administers this Box doesn't need - we don't need to provide any additional help to our employees other than setting up user IDs and passwords on the system. We don't have any employees that would rather stay at home where they can connect and, as a result of this entire project ... and I should say that from the time of initial requirements which was in early May to the time of deployment which was, I believe, in early June, so it was like a 30 to 45 day process from start to finish, it was a very smooth process. As a result of that, we were recognized by InfoWorld magazine as one of the top 100 IT projects in 2005.

And, that concludes my portion of the talk. I want to thank you for listening and I'd also like to pass the presentation baton to Nathan McNeill from Bomgar™.