BeyondTrust
Case Studies
BankTEL Systems: Delivering an Exceptional End-User Experience
Overview
BankTEL Systems: Delivering an Exceptional End-User ExperienceBeyondTrust |
Application Infrastructure & Middleware - API Integration & Management | |
Finance & Insurance | |
Business Operation | |
Remote Collaboration Remote Control | |
System Integration Software Design & Engineering Services | |
Operational Impact
Bomgar is proving invaluable when it comes to supporting the needs of the company’s more than 1,000 customers, each of which have anywhere from one to dozens users. | |
The first thing the support reps usually do is remote into the customer’s system to take control and see what’s going on. It’s much easier than spending valuable time asking the customer to execute a series of commands themselves. | |
Bomgar has enhanced management’s ability to oversee remote support operations as well. BankTEL’s vice president of support and implementations has the ability to join sessions at any point to monitor activity taking place. | |
Quantitative Benefit
Since implementing Bomgar, BankTEL has seen a six percent increase in calls that are resolved in ten minutes or less. | |