Remote Support for the Systems Integrator

Joel Bomgar, Founder & CEO:
So, that kind of touches on that. As soon as the representative requests control, the customer clicks a link that says, "Yes, I grant permission to view my screen," and the support rep is immediately viewing that end user's screen. They have full keyboard/mouse control, file transfer, reboot/reconnect, all of that is available to them at that point including the ability to share that person's screen with another representative, the ability of troubleshooting three-five systems at one time and the tabbed interface, or sharing files, or chatting with that individual, maybe pushing a URL, or just chatting in whatever various ways.

At the end of the session, if the company using our product chooses to, they can have an end user feedback form displayed, and that's all housed again on the Bomgar Box™. And, at the end of every session that would ask the end user to rate their experience with the systems engineer or tech support rep, and also to enter comments. So, it's very easy for the manager to get a very solid feel for how people feel about this technology being used in the real world as well as how good of a job the representatives are doing at servicing the customer. Again this applies whether systems integrator, VAR, or a large enterprise where you have maybe dozens, and dozens, or hundreds of tech support representatives and you have help desk managers that can manage feedback as to how effective their reps are and whether the problems are resolved and that sort of thing.

The benefits by implementing this type of technology - these are the same benefits, again, BCI experienced and the same benefits that they are able to deliver as Bomgar™ to all the other systems integrators, VARs, enterprises, you name it out there are the ability to connect effortlessly and on demand to any end user system that needs assistance. Again, permission must be granted by the end user but it gives them the capability of doing that. The support reps productivity is significantly increased anywhere from 5-50% reduction in what otherwise would be a phone only troubleshooting incident. So, versus what it would take to resolve phone only, you're talking at least 25-50% and for more complex issues you can be talking more like 75-90% less time than it takes to resolve an issue based on your ability to actually see what they're seeing and resolve the issue yourself.