Two Waves of Support: Balancing Security & Mobility

Nathan McNeill, VP of Product Management:
Some of the benefits of this - it allows you to connect effortlessly and on demand any time to any of the PCs you support. And this, what this does is increases support rep productivity. It's gonna increase first call resolution rates. A point with this is the rep is able to view and control what's going on and so, if the problem is not fixed, they're able to see it versus the viewer saying, "Yeah, I think it's fixed," and then having to call in later on because it really wasn't. And so, you not only increase first call resolution rates, but you also decrease repeat incidents.

Another thing that it reduces is call escalation 'cause usually your Tier I reps are then able to troubleshoot further into the session before transferring it upstream to a Tier II or Tier III rep. And then, it also reduces travel time and expense. We had one enterprise customer of our say that it decreased on-site visits by like 70%. So, it really reduces the time that you have to spend on the road to a customer site for a complex issue. Instead you can do it over the net using remote control. And then, it eliminates ineffective phone support. You know, no more click here, click there. And then, with our appliance, it allows you to own and host the solution yourself really easily without having to go through a third party.

The results from all this that we've seen time and time again with our customer base is that Bomgar™ saves time and saves money. This is from Larry Gerlt, Network Manager of Mosaic which is a non-profit and has about 5,000 employees: "NetworkStreaming has reduced the length of support calls from 30 minutes to about 15 minutes. So, 50% savings in terms of call length. So, instead of spending time trying to explain "how-tos" we have the user connect to us, watch what he is doing, and can easily show them how to correct their mistakes. A real time saver and one of the best investments in support software we have made." And, this is by no means atypical. We have countless customer feedback that it's an amazing timesaver. Anywhere from 30%, to 50%, to 60% timesavings on a support call.