Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

John Ragsdale, VP of Research, SSPA:
One of our technology surveys a couple of months ago – we found out that 19% of our members have budget to buy new support tools in the next year. So, I know that a lot of you are shopping and I want to give you some hints.

Out of our leadership conference last month in Washington, D.C., I had an opportunity to visit all of our partners who deliver different remote support, remote control tools. And, unlike other areas in customer service and e-service, I found that there really are some differentiating characteristics between these products and I wanted to highlight just a few that you should really look for when you're trying to differentiate products.

First, is the deployment model. We've heard a lot in CRM about hosted versus on-premise. But, when it comes to remote support, we actually have a third option for deployment model and that's something you're going to hear more about today from Bomgar™. And, that is the idea of an appliance. And, an appliance seems to be a really good way, not only to get up and running quickly, but get around some of those security issues that we're all concerned about with remote control.

And secondly is, look at the environments to be supported. I found that not everyone supports Macs. And, even though you think your companies are very PC centric or your customers are very PC centric, you can't overlook the fact that Macintosh is pretty well adopted between - among the college age people, anyone who uses graphics heavily - we were talking yesterday about how Macs are very common in marketing organizations. So, remember that Mac does have immolation software to run PC software. So, you may find that even if you're selling PC software you've got some Mac users out there. So again, just something to keep in mind.