Maclellan Foundation Uses Bomgar to Provide Tech Support across the Globe
Maclellan Foundation uses Bomgar to support remote employees and devices around the world.
Maclellan’s tech support team is using Bomgar integrated with Dell KACE to further increase efficiency.
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JACKSON, MS – May 15, 2014 – Bomgar, the leader in enterprise remote support solutions, today announced that Maclellan Foundation is using its remote support solution to provide reliable tech support to a geographically dispersed workforce. A 70-year-old private grant making foundation, Maclellan provides grants across the globe for leadership development and capacity building. Although the company is based in Chattanooga, Tennessee, employees travel throughout the country and around the world.
The Maclellan tech support team discovered Bomgar through a promotion with Dell KACE, which included two free Bomgar licenses with their KACE solution. “We are responsible for supporting multiple devices with varying operating systems for employees in various locations, including international traveling employees,” said Or Cingilli, director of technology, Maclellan. “Our previous remote support solution was not centrally managed, and also was not integrated with the KACE Kbox. These were needs that became apparent to us, so we decided to give Bomgar a try.”
After testing the Bomgar solution via the free license offer, Maclellan realized that it met their needs for providing multi-platform support regardless of the location of the support tech or the employee, and it integrated seamlessly with Dell KACE. “When we tried the licenses that came with our Kbox, we really loved Bomgar. When the latest version of Bomgar was released, we purchased our own appliance to have access to the full feature set of the solution. With a responsibility of supporting roughly 100 different devices, ranging from computers to mobile devices, having a reliable solution like Bomgar makes the tech support process much easier,” added Cingilli.
“Bomgar gives us greater flexibility in supporting users in more and more places. Since we are also Dell KACE customers, we can now link Bomgar chat transcripts that occur during remote sessions to the KACE ticket, which helps us a lot and saves time,” said Cingilli. “We can also initiate Bomgar sessions from the KACE ticket, which very useful. Bomgar is just so reliable – it allows us to do our jobs more efficiently, which in turn keeps employees in the field more productive.”
Looking ahead, Maclellan plans to add a link to start a Bomgar chat to their grant request portal to help clients during the application process. “The more requests we get online, the more those customers are going to want help right then and there. Using Bomgar, we will be able to do so and streamline the application process.”
Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 8,000 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris, London and Singapore. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.