remote support - redskab til skærmdeling, eller en strategi for bedre service? - see 2016, denmark

©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 1

Bomgar Remote Support

Stig MogensenRegional Sales Manager Nordics


• Founded in 2003

• 280+ Employees

• 10,000+ customers in 65+ countries

• Global offices in US, EMEA & APAC

• Recognized in the Inc. 500/5000 as “America’sFastest Growing Private Companies” for 6 yearsrunning

• #1 in Enterprise Remote Support, according toIDC

• 8 of the Fortune Top 10 Most Valuable BrandCompanies use Bomgar

• 63 Net Promoter Score (NPS)

ABOUT BOMGAR


Bomgar Privileged AccessManagement

SERVICEDESK

CUSTOMERSUPPORT

Access, control, &troubleshoot remotedesktops, servers,

and mobile devices,no matter the

operating system ornetwork location.

Chat, co-browse, andprovide remote

assistance for yourcustomers. Even

support iPad, iPhoneor Android apps.

PRIVILEGEDACCESS

VENDORACCESS

Manage, empower,and audit internalprivileged users tosecurely access

your sensitive andcritical systems.

Control, monitor andmanage third-partyand vendor accessto your corporate

network and devices

SECURE ACCESS USE CASES



BOMGAR REMOTE SUPPORT

SERVICEDESK

CUSTOMERSUPPORT

Access, control, &troubleshoot remotedesktops, servers,

and mobile devices,no matter the

operating system ornetwork location.

Chat, co-browse, andprovide remote

assistance for yourcustomers. Even

support iPad, iPhoneor Android apps.


Platform Support Reliability Security Increased Productivity

o Integrated Chato Collaborationo Integration

Bomgar Support Customization

Why Customers useBomgar


Remote support: Common cost inefficiencies

Manyremotesupporttools

Unpredictable license costs over time

Backlog of incidentscosting productive time

Inability to supportsome platforms

No team structureto managedifferentIncident profiles

Lack of advanced capabilitiesto drive first time resolution.

No integration withService Management


BOMGAR ENTERPRISE REMOTE SUPPORT – WHY SWITCH?

• Support Multiple Platforms

• Support Mobile Devices

• On or Off Network

• Avoid cost and maintenance ofmultiple tools

• Streamline processes forbetter efficiency

• ITSM/CRM System

• Ticketing Systems

• Security Providers

• Inventory Systems

• Chat-based support

• Easy Session Initiation

• Increased First Call Resolution

• Collaboration and Escalation

• The Appliance

• Centralized Management

• Centralized Reporting

• Multiple Deployment Options (All Single Tennant)

CONSOLIDATION SERVICE LEVELS INTEGRATIONSECURITY


Productivity gain - Collaboration “in action”

Level 1

Level 3

VendorTechnicalSupport

End User

Skills / Availability based Routing

Seamless Session Invite & Transfer

Multiple Technicians connected to the same EndSystem

Ad-Hoc Vendor Support

Resulting in….

Improved First Call Resolution

Reduced Resolution Time

Skills Transfer / On-Boarding

Live Monitoring for QA Purposes

Improved Customer Satisfaction


INTEGRATION WITH ITSM & CRM

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


Over 85% of respondentssaw an increase in FCRof more than 10% with 1/3 reporting andincrease of more than 25%

3 out of 4 respondents had anincrease of agent productivityof more than 20%

85% were able to increaseCustomer Satisfactionby more than 10% with 43% reporting aincrease of 20% or more.

More than 70%were able toreduce incidenthandling timeby at least 10%

3 out of 4companies reported that agentswere “Very Satisfied” with Bomgar

CUSTOMER RESULTS


CUSTOMER CASE

THE SOLUTION• The integration between Bomgar and our ITSM allowed

Yahoo to consolidate from four mediocre tools down to twoenterprise-level solutions that work seamlessly with eachother.

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

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

THE RESULT• Reduced the need to travel to resolve issues, resulting in cost

savings.• Integration between Bomgar and ITSM 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 thedialogue between IT andour end users aseamless experienceand increased theproductivity of ourtechnicians. Thecustomer and technicalsupport they haveprovided is top notch!”

RICHARD FLEISCHMAN

GLOBAL SERVICE DESK PROJECTMANAGER


C O N G R AT U L AT I O N S

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remote support - redskab til skærmdeling, eller en strategi for bedre service? - see 2016, denmark

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