Texas-Sized Support

Help Desk Support at Texas A&M University

Mike Gerst, Information Technologist, Texas A&M University:
And, of course, they're happier. We fix their problems a lot faster and they're very happy to recommend that we use the Bomgar™ product. In general, we have dramatically reduced our travel costs. Texas is a big place and I even have a few people that walk from one building to another here on campus, but once they started using Bomgar™ they're no longer walking over there because they can solve those people's problems right there. We estimate that during the first year of our operation we recouped the cost of the appliance and of the licenses. And, one of our major values is that we can fix something in five minutes when it used to take several days before someone could be on site. Now, how we might estimate the value of timely service as it impacts on our clientele's productivity is a really tough question to ask. But, when they ask us to use the product, we know we're getting somewhere.

We do more proactive workstation maintenance, as I talked about. And, in this case, how do we value what we did not have to do at a later time? Our people are putting out less fires. And, when there is a fire or a problem with a PC, it gets solved quickly. Lastly, we consider remote PC control really as an investment in our IT infrastructure because it results in reductions in travel, a reduction in long-winded telephone talk-throughs, and increase in our clientele productivity. In other words, their machine gets fixed so they can get back to work sooner. And, of course, the increased productivity of our staff.

And, Nathan, I'm ready to hand it over to you sir.