The Bomgar solution addressed all of the concerns that Nicholson had with Shaw's previous remote support solutions. For one, Bomgar offered a concurrent licensing model based on simultaneous representative usage, while other solutions Shaw used linked individual reps to a unique license or "named seat."

"With concurrent licensing, we only need licenses for the number of reps who are logged into the Representative Console simultaneously, which results in a significant savings on licensing costs," said Nicholson. Bomgar's concurrent licensing supports a global company such as Shaw with a cost-efficient way to achieve "follow-the-sun" 24/7 support capability through the sharing of licenses.

Bomgar also addressed Nicholson's security concerns. "We evaluated several other products before choosing Bomgar. Unlike the cloud-based solutions, Bomgar is an appliance that we deploy within our network, giving us in-house, centralized control over all remote support activity. We didn't have that control with the cloud-based remote access tools that route sensitive remote support logs and screen-sharing recordings through their own servers."

Shaw is also benefiting from Bomgar’s pre-built integration with ServiceNow, the IT service management (ITSM) platform used by Shaw. Bomgar’s ServiceNow integration allows support representatives to launch secure remote support sessions directly from the ServiceNow incident record so support reps can immediately begin remotely resolving issues.