Texas-Sized Support

Remote Support at Texas A&M University

Nathan McNeill, VP of Product Management, Bomgar™:
Yeah, and I think Mike you kind of hit it on the head. It's two things basically. It's one, most traditional remote control tools do not work through firewalls without configurations. Either port forwarding to the machine that you're going to remote control, and that's also require a pre-installed client. So, you'd have to install the client and then configure the firewall before accessing that machine. And, it really comes down - well, one other thing as well is that most of those, because they do require a pre-installed client, are licensed per client node. So, if you've got 8,000 PCs you're looking at 8,000 software clients that you're going to have to purchase, deploy, and maintain in order to allow remote control of those PCs. Not only that, you're going to have to configure the firewalls of whatever firewalls they may be behind. So, for Mike that's a lot of regional offices, a lot of mobile workers, people working from home, etc.

Whereas, with ours, you don't have to worry about what firewall they're behind. You don't have to maintain a client and it's licensed per support rep - per concurrent support rep at that, so that you can have - if one rep gets off you can have another rep get on and have multiple users who have access to the same license. So, it's a really - makes a lot more sense for a licensing scheme when you're looking at supporting a large user base. Again, you may have users call in who you've never heard from before much less maintained or supported their PC.

So, with our product, you can get on quickly and go ahead and support them in a matter of seconds whereas with most traditional products you'd have to go thorough the process of configuring their firewall and configuring the client on their PC.