In August 2013, Forrester Consulting wrote a commissioned study for Bomgar to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying the Bomgar remote support solution. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of the Bomgar solution on their organizations.

Bomgar Simplifies Remote Support
The Bomgar solution is a remote support solution that allows IT professionals to remotely access and control systems and devices such as PCs, smartphones, tablets, servers, switches, and point-of-sale systems in order to troubleshoot and resolve issues.

To understand and quantify the impact of using the Bomgar solution, we interviewed staff from Surgical Information Systems (SIS), a provider of perioperative information technology software solutions including surgical scheduling, nursing documentation and an Anesthesia Information Management System (AIMS) for operating rooms in North American hospitals. SIS has used the Bomgar remote support solution to transform the way it does business, allowing it to deliver service more quickly and efficiently. This has had a significant effect financially, in terms of cost savings, but has also improved the experience of SIS’ customers, which get more effective and flexible service from SIS.

For SIS, the decision to implement the Bomgar solution was part of a strategic focus on excellent customer support and compliance. The Bomgar solution enables SIS to provide world-class service by providing more efficient support, increased security, and improved compliance, resulting in a more positive support experience.

Forrester used SIS’ experiences with the Bomgar solution to estimate the financial impact in terms of costs and benefits, which were then adjusted for risk. Our interview with SIS and subsequent financial analysis found that SIS experienced the risk-adjusted ROI, costs, and benefits shown in Table 1.