Remote Support for the Systems Integrator

Joel Bomgar, Founder & CEO:
When you look at what was already on the market, because essentially the needs we had led to the search for a solution. We had these needs. We need to respond instantly to customers' demands. We want to maximize our engineers' time and we need a solution that's not going to erode all of the productivity benefits by the sheer cost of the solution. So, we looked at the market and there was kind of - the first classification which is pretty much the technology that everyone's familiar with is LAN-based solutions. These are pcAnywhere, just numerous, numerous LAN-based solutions that all have - most of them have been on the market around a decade and they're all designed really for two computers in one local area network to - for one computer to connect to another computer after that computer has been pre-installed and pre-configured with a software client.

The problem was, obviously, first they required a software client. With 500 active customers in 82 counties and thousands, and thousands, and thousands of computers we may need to service, it was obviously not viable to pre-install any type of pre-installed solution in our situation at BCI. And, even if we had something with existing customers, every time we a new customer called with issues, we obviously did not have any infrastructure.

Second, even if we could have deployed that kind of infrastructure firewalls, routers, network address translation would have all prohibited us from actually using LAN based remote control technology at a customer site.