Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Nathan McNeill, VP of Product Management, Bomgar™:
You also see a decrease in call escalation. When you think about it, first tier usually has to figure out what second tier may know already. So, first tier, if they can see the screen, and if they can move the mouse, and if they can work on the system they're much more likely to be able to resolve that issue and not have to pass it on to second tier. This reduces your overall support cost because normally first tier is much less expensive per minute than second tier.

Also, you're going to improve customer satisfaction ratings. It's, again, less frustrating for the customer, less frustrating for the rep, everyone wins. And, the result of all this is that your support center becomes much more productive. Some of the things that John was talking about earlier in the presentation are that complexity's increasing. Applications are getting more and more complex and they're connecting to more and more other types of applications. And, the user doesn't really care whose problem it is as long as the problem gets fixed whether it's the problem with your application or the problem with an application that your application connects to.

In addition to that, budgets for the support department are not likely to go up. So, you have an increase in complexity but not an increase in budget. The typical scenario of, you know, the development department announces, "We have this new product. We're selling it to NASA. It's going to be used to launch the space shuttle and you're going to have to support it. That shouldn't be a problem, right?" You've got two guys, I saw them in the break room yesterday. They were just sitting around. Put them on it without any increase in resources. So, you have to find a way to do more with the resources you have. And, we believe that remote support is a key way of doing that, a key way of increasing your support center's productivity. So, how do you do that? Which solution do you choose? Start with the dollars and cents.