Reducing Costs and Improving Service with Remote Support

Raleigh Gould, Moderator:
Welcome, and thank you for joining us today for "Reducing Customer Support Costs and Improving Service Quality With Remote Support." My name is Raleigh Gould, and I will be your moderator for this event. Our featured speakers are Lisa Erickson-Harris, Research Director at Enterprise Management Associates; Clay Guinn, GSD Operations Manager at Pomeroy IT Solutions; and Chris Watson, VP of Strategic Alliances at Bomgar.

Lisa has more than 20 years of experience working in all aspects of IT, including network administration, software development, product management and strategic partnership development. Her current focus at EMA is SLM, BSM, the service desk, the service catalogue, and management systems for the SMB/SME environment. Clay has 10 years of IT experience in his current role as Global Service Desk Operations Manager, supporting several support desks across industrial service and financial services industries. Clay is an HDI certified professional Help Desk manager. And finally, Chris Watson has more than 15 years of experience in leading global marketing strategies for rapidly growing software companies. At Bomgar, Chris is responsible for the organization's indirect sales channel.

Prior to joining Bomgar, Chris was VP of Global Marketing and Investor Relations at S1 Corporation. Prior to S1, Chris served in various marketing and business development roles in several multi-million dollar software companies. While today's speakers will defer answering questions until the Q&A session following today's presentation, I encourage you to log your questions using the Q&A panel. And our speakers will get to as many questions as possible at the conclusion of this event. And now, I'd like to go ahead and hand things over to today's first featured speaker, Lisa Erickson-Harris. Lisa?