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With approximately twenty percent its 500 employees located outside the company network, ACME Truck Line's seven-man tech support team required an effective solution for remote support. Bomgar's architecture enables ACME to support all of its employees, whether they are located inside or outside of the company network.
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Activant plans to expand the use of Bomgar in their support organization even more. They are currently working on initiatives that include introducing the use of Jump Technology for connecting to unattended systems and integrating a customer support knowledgebase.
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With more than 40,000 US physicians relying on Antek's technology, Antek has to be able to provide fast, effective support for its medical office software products without physically visiting the client's computer. Using Bomgar, Antek can now support its customers without any firewall configuration or pre-installation of a client on the end-user's computer.
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The largest third-party mortgage wholesaler in Australia, Australian Finance Group's support reps are responsible for software support to server administration for AFG's employees and offices throughout the country. AFG boosted its support capabilities by implementing Bomgar, decreasing support call hold times by 20% and total call resolution times by 30%.
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"There's no way you can put a price tag on the cost of support," President Craig Beringer says. "The productivity and efficiency gains we have experienced with Bomgar are paramount in today's fast-paced help desk environment. This puts us in an excellent position to continually expand our support service levels and offerings."
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In 2009, Bucks New university entered a joint agreement with Cisco and HP for IT services and infrastructure. When Bucks outlined its remote support needs to serve its campus communities, Cisco/HP recommended Bomgar as a possible solution.
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With strict data and network access policies, the CACTUS support team required a remote support solution with an on-site appliance to reduce the number of parties involved during remote sessions. "The Bomgar solution fits our needs, instead of the other way around, and we like that. We also like that we can call it 'our' solution," says Paul Marvin, Product Support and Deployment Analyst.
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When Vice-President of services Rich Surace joined the company, Carbonite was already using Bomgar's hosted solution for remote support and Surace knew there were additional features that Carbonite could use to its advantage. "The ability to monitor agent activity and customer interactions were two main capabilities the hosted version of Bomgar didn't fully provide," said Surace. "I wanted to take advantage of all the features Bomgar offered as I knew from experience they would help us meet our customer satisfaction goal and enhance our operational efficiency."
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As CMU's off-campus and online enrollment continued to expand, the Office of IT realized it needed a more effective and flexible way to support geographically dispersed students and prospects.
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"When you're dealing with government agencies or healthcare organizations, security, logging and auditability is paramount. We needed a tool that could provide both help desk efficiency and best-in-class security."
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With nearly one-third of its workforce is remote, DJO suffered from days of productivity loss and shipping costs while shipping equipment overnight for repairs. With Bomgar, the same issues can be addressed in one hour – versus three days of productivity loss and overnight shipping costs.
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Founded in 1949, Pittsburgh-based Eat'n Park Hospitality Group operates in 150 locations with approximately 10,000 employees. Mike Castillo, director of network infrastructure and security, wanted a solution that would provide better remote support to its locations while meeting compliance requirements. "All of our field systems could be accessed using Bomgar, and the solution offered a portal where we send our users for support," said Castillo. "For us, it was an instant win."
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As a technology vendor to pharmacies and other healthcare sites, Emporos Systems needed a remote support system that could provide the highest level of security. Bomgar has been instrumental in helping Emporos maintain compliance with healthcare and retail industry regulations.
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"Many other toolsets are managed by a group in an outsourced model…or they leave an agent running on that desktop or PC or server," says Dennis Scales, Internal Director of IT. "With Bomgar, we don't have that problem. We connect when the end-user requests support, and then leave no footprint."
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Fiserv selected Bomgar's remote support appliance as the foundation for its vTrips (virtual trips), eliminating the cost and productivity issues caused by travel.
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ICE Systems provides remote support to customers across a variety of platforms and, because many of their customers are in highly regulated industries, needed to be able to trace the path of individual reps and their actions during remote support sessions. ICE Systems purchased Bomgar for its extensive reporting capabilities to provide their customers insight into all remote support interactions.
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Evaluating its support services, the Information Technology Support Department learned that their remote support solutions were substandard in terms of security and reliability. Federally funded, the Lab often works with sensitive information from agencies including the Department of Defense and NASA.
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The IT support team at the Johns Hopkins Bloomberg School of Public Health is able to provide the same quality of support to students and faculty calling in from Botswana as they are to those calling in from an on-campus research building.
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After evaluating several remote support solutions, Bomgar was the only solution to meet the Memorial Hermann physician support taskforce's criteria. Bomgar complies with HIPAA requirements, leaving no footprint on the remote system, and Memorial Hermann's implementation requires the end-user to initiate and control the remote support session.
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The IT team of America's leading technological university can now provide remote desktop support to all of its end-users with Bomgar™, regardless of operating system.
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Remote support is the most cost-effective solution the Norton Healthcare support organization has found for increasing customer satisfaction, reducing disruptions in productivity and meeting HIPAA compliance regulations. Implementing Bomgar has changed the way they do business and they realized a return on investment in just eight months.
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During a time of constrained budgets, limited resources, and increased service demands, Novell implemented a new remote support tool from Bomgar and realized significant productivity and customer satisfaction improvements.
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PlumChoice support agents drove the quick adoption from GoToAssist™ to Bomgar. The reaction to the change was "revolutionary," says Surace. In addition, they are able to "provide the support they were trained to do."
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"It all began when we ran into a situation where we had to upgrade a large number of devices remotely. The cumbersome process was extremely frustrating," said David Ruchman, CTO of powersolution.com. "So we began searching for a solution that would solve these issues."
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Just 11 support staff are responsible for providing IT support and training services to 42 school districts within the Region 14 Education Service Center support area. So how can such a small team serve over 160 campus sites, 200 administrators, 4,000 teachers and 43,000 students dispersed over hundreds of square miles?
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"One thing we really liked was Bomgar's solution is unique as a stand-alone appliance that sits behind our firewall. This gave us the ability to configure and integrate it with the other security measures in our IT operations and network," explains Neil Cornwell, director of service support.
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"We chose Bomgar over LogMeIn because we couldn't depend on the SaaS vendor. It was just one fiber cut away from being cut off from the world. That's not a risk we were willing to take."
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"One thing that set Bomgar apart from another popular solution that the other company wanted to charge extra to support anything other than Mac and Windows. Bomgar's solution also includes Linux and mobile device support. We have several departments that use Linux technology, so having that capability was an important factor in our decision," said Sarah Kennedy, IT Support Office Manager.
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As an open-sourced IT organization, Linux support was a critical factor. Now not only can the Zappos.com IT team support Linux, they can also support Windows, Mac and mobile devices.
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