©2015 bomgar corporation all rights reserved worldwide. 1 bomgar remote support

©2015 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE. 1

Bomgar Remote Support<Date/Presenter>


AGENDA

• Bomgar Overview

• Bomgar Remote Support Solution

• Deployment Options

• Integrations

• Demo

• Q&A


#1 in Enterprise Remote Support market share

Leader in secure remote support &

access management

Trusted by enterprises around

the world

Strong revenue & global growth

• Access nearly any system or device, anywhere

• Strengthen security & compliance

• Improve user productivity

• 9,000+ customers in 65+ countries

• Used by secure enterprises large & small

• Trusted by top brands across industries

• Founded in 2003• Recognized as fastest

growing private company 6 years running

• Global offices in US, EMEA & APAC

• Majority investors: TA Associates

BOMGAR – CONNECTING PEOPLE & TECHNOLOGY


BOMGAR USE CASES

CUSTOMER SUPPORT

IT SERVICE DESK

PRIVILEGED ACCESS

Access, control, & troubleshoot remote desktops, servers, and mobile devices,

no matter the operating system or network location.

Chat, co-browse, and provide remote assistance for your customers. Even support iPad, iPhone or

Android apps.

Manage, empower, and audit internal and third-party privileged users to securely

access your corporate network and devices.


BOMGAR FOCUS

PRODUCTIVITY SECURITY


BOMGAR REMOTE SUPPORT

• Multi-platform support

• Unmatched security

• Advanced capabilities

• Flexible integrations

• Deployment without disruption


VALUE DRIVERS

IMPROVE SERVICE LEVELS

Reduce total time to resolution and escalations through

improved routing, diagnosis, & troubleshooting.

INCREASE CSAT

Diagnose issues faster and walk customers through how to use

applications.

EMPOWER PRODUCTIVITY

Enable techs to support multiple customers at once via tabbed

chat and remote support.

STRENGTHEN SECURITY

Access devices and systems on or off the network securely,

while capturing a full audit trail.

REDUCE TURNOVER

Allow techs to learn from SMEs through collaboration,

session recordings, & presentations.

EXPAND SUPPORT

Support more geographies and types of devices (mobile,

POS, kiosks) remotely.


MULTI-PLATFORM SUPPORT

• Securely remote control Windows, Mac, & Linux systems from a single solution

• Support mobile devices including Samsung Android (full remote control), iOS, Android, & Blackberry

• Connect to desktops, laptops, servers, phones, tablets, kiosks, & POS systems

• Access systems on or off the Local Area Network (LAN)

• Provide support from any platform including iOS and Android using native apps


SECURE PLATFORM

• Each encrypted connection is outbound; no open listening ports

• Connect to off-network systems without VPN or firewall changes

• Integrate with Active Directory, LDAPS and RADIUS to manage authentication

• Define multiple permissions for teams and technicians

• Capture detailed audit log and tamper-proof recording of every session, all guarded by highest levels of encryption

• After most support sessions Bomgar uninstalls, leaving no footprint on remote system


ADVANCED CAPABILITIES

INTEGRATED CHAT

Chat with customers through a secure, customizable chat window, and easily escalate to full remote control sessions. Automatically upload transcripts to a ticket or record to capture a full audit trail.

EMBEDDABLES

Embedding chat and remote support in your websites, desktops, Windows programs, and mobile apps makes it easy for customers and employees to request help.

Vendor

Service Desk

Tier 2/3

COLLABORATION & ESCALATION

Share sessions between technicians, developers, or even outside vendors. They’ll see the issue, troubleshoot together, and resolve support incidents faster.

INSIGHTS

Monitor support activity in real time. Track customer satisfaction, record every remote support session, and collect a detailed audit trail of each interaction.


INTEGRATIONS

Pre-built and custom integrations for IT service management, systems management, and CRM solutions.

Integrated remote support allows you to: Launch a remote support session from

the ticket or record Automatically update tickets with

details from the session Include chat transcript and session

recording in the ticket


DEPLOYMENT OPTIONS

PHYSICAL APPLIANCEVIRTUAL APPLIANCE SECURE CLOUD

C H O I C E


BOMGAR ON-PREMISES APPLIANCES

• Physical and virtual appliances that fit your organization (B200, B300, B400 + Atlas multi-appliance deployment)

• Keeps sensitive data behind your own firewall and security measures

• No monthly fees, lowering total cost of ownership over time

• Simple installation and maintenance

• FIPS 140-2 level 2 validated appliances available


BOMGAR SECURE CLOUD

• Unique segmentation capabilities provide flexibility of the cloud without compromise

• Partner with VMware vCloud Air to deliver highest security: ISO/IEC 27001 certified

• Reduces infrastructure costs, lessens reliance on IT, and improves support without capital outlay


DEPLOYMENT: ON-PREMISES IN THE DMZ


DEPLOYMENT: ON-PREMISES ON LAN/WAN


DEPLOYMENT: SECURE CLOUD


LOYAL CUSTOMERS

9,000+ companies around the world trust Bomgar


CUSTOMER CASE STUDY (SAMPLE)

THE SOLUTION

• The integration between Bomgar and ServiceNow allowed Yahoo to consolidate from four mediocre tools down to two enterprise-level solutions that work seamlessly with each other.

• The integration allows an incident to be created directly from a chat and remote support session, and chat history and requester information are all copied over to the incident.

• Bomgar’s concurrent licensing model allowed the Yahoo team to adopt a follow the sun support model without the need to purchase a license for every rep.

THE RESULT

• Reduced the need to travel to resolve issues, resulting in cost savings.

• Integration between Bomgar and ServiceNow has resulted in manual work being reduced by at least 67%.

• Increased chat engagement from 14% to 40% and increased customer satisfaction.

YAHOO

“Bomgar has made the dialogue between IT and our end users a seamless experience and increased the productivity of our technicians. The customer and technical support they have provided is top notch!”

RICHARD FLEISCHMAN

GLOBAL SERVICE DESK PROJECT MANAGER


Demo


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©2015 bomgar corporation all rights reserved worldwide. 1 bomgar remote support

Documents

standard bomgar remote

remote desktops

support organizations

remote assistance

ta associates bomgar

secure access

security access devices

network systems