Qualcomm Optimizes Tech Support with Bomgar Remote Support
Qualcomm uses the Bomgar solution to provide remote support to more than 40,000 devices worldwide.
Benefitting from Bomgar’s integration with ServiceNow, the Qualcomm IT support team provides more efficient and comprehensive tech support.
Tweet This: Using @Bomgar integrated with @ServiceNow, @Qualcomm offers more efficient, end-user friendly tech support. http://goo.gl/VxMhK
JACKSON, MS – May 13, 2013 – Bomgar, a leading provider of secure remote support solutions, today announced Qualcomm is using its solution to support more than 40,000 computing devices worldwide. A global communications company, Qualcomm is the world leader in 3G, 4G and next-generation wireless technologies. With 157 locations and 25,000 employees across the globe, the company designs semiconductors used to develop a wide range of wireless telecommunications products and services.
Within Qualcomm’s IT organization is a technical support team that provides help desk functions for the company’s employees. In 2011, the team began implementing a major business process improvement within the IT support department. One of the main goals was to develop the ability to support more devices globally and extend this capability to a greater range of operating systems. Another was to revamp and redesign the company’s primary internal IT web portal. The Qualcomm team decided to implement the Bomgar remote support solution integrated with their incident tracking system from ServiceNow. They also redesigned the central IT portal along with configuration and customization of Bomgar’s chat functionality, which was integrated into the new portal.
By integrating Bomgar with ServiceNow, Qualcomm technicians can now launch a full remote support session directly from the ServiceNow incident, and session details are automatically fed back into the trouble ticket once the session closes. The result is a much more unified experience for Qualcomm’s end users who can now view all active trouble tickets and then optionally engage with support specialists via chat sessions. In addition to giving employees a new channel for communication with IT support, the integrated chat functionality allows help desk technicians to handle multiple IT related matters simultaneously, allowing them to work more efficiently.
A full case study about Qualcomm’s IT process improvements, written by IDC, can be downloaded here: http://goo.gl/GJfui. Representatives from Qualcomm will also be speaking about their experience during ServiceNow’s Knowledge13 conference in Las Vegas this week, as will another Bomgar customer from Shaw Industries.
“Remote Support for ServiceNow,” May 15, 2:50 p.m., presented by Chris Schuster, Shaw Industries and Robert Love, Bomgar
“Increasing Customer Satisfaction at Qualcomm with Remote Support,” May 15, 5:10 p.m., presented by Dustin Carey and Richard Martyniuk, Qualcomm
Bomgar will also be demoing its integration with ServiceNow during Knowledge13 at booth #1417. Two additional Q&A sessions on May 14 and 15 will also be hosted by the Bomgar team from 6-6:15 p.m. in the expo theatre.
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based 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 6,500 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 and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.