Texas-Sized Support

Help Desk Support at Texas A&M University

Nathan McNeill, VP of Product Management, Bomgar™:
Moving on, once the user is connected, the rep can do anything on that system that the user could do locally. So, it's just the same as an onsite visit except you can't talk and swap cards. That's about it. One thing we also add is if the user only has user-level rights, the rep can escalate those rights, as Mike had mentioned, to administrative rights so they're able to do a little bit more on the user's PC. And, this really eliminates a lot of ambiguity about what's happening in a troubleshooting session, what the user's seeing, what the user's supposed to be seeing, what problems are occurring, and all those sorts of things. So, it really simplifies issue resolution and can speed that up significantly.

So, once the session is over, the user's going to basically uninstall the little client and then they'll be directed to a feedback form where they can enter feedback about the rep and about the session to help you gain information for later. What this all boils down to is that it lets you connect effortlessly and on demand to your clients whenever you need - whenever they need your support. No more waiting for on-site visits. No more long phone conversations. So, it can increase support rep productivity, increase your first call resolution rates. One periphery benefit is that it not only increases the first call resolution rates, it also decreases repeat incidents. A lot of times once you trouble - you're working through troubleshooting an issue, at the end of the issue the rep thinks it's probably resolved but since they can't see it they can't always tell for sure. And, with the remote control session it lets you tell for sure. The rep can see and determine conclusively whether or not the issue is resolved so we don't get the person coming back in after the first time didn't work.

It decreases call-handling time. Reduced travel. Again, Mike purchased almost two years ago I think at this point. Since then, gas has gone from $1.50 a gallon to about twice that and their travel expenses have actually gone down. So, that's a real testimony to the reduction in travel that this product can offer. And then, also, this is a solution that you can own and host yourself easily without worrying about how it configures or how it integrates with other applications you may be running. So, the results of all this, as Mike has mentioned, are basically two-fold. You reduce travel time and allow your reps to do more. And, that's what Bomgar™ is designed to do.