BeyondTrust Case Studies Powersolution Ensuring Customers Get the Support They Need

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	Powersolution Ensuring Customers Get the Support They Need BeyondTrust

Powersolution Ensuring Customers Get the Support They Need

BeyondTrust

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Professional Service
Applicable Functions	Business Operation
Use Cases	Remote Asset Management Remote Collaboration
Services	System Integration
Challenge	Powersolution, a New Jersey-based IT services company, was facing challenges in providing remote assistance to its clients. The company was using the Microsoft remote assistance feature on each customer’s operating software, which was a time-consuming and complex process. The company was also facing difficulties in supporting users who were working remotely and not connected to the client’s virtual private network. Powersolution recognized the need for an alternative solution to fulfill its promise of superb customer service. Read More
About Customer	Powersolution is a New Jersey-based company that offers a full spectrum of IT services to small and mid-sized businesses in northern New Jersey and parts of upstate New York. The company’s services include supplying hardware, software and networking solutions, web application development and e-Business solutions. Its wide range of clients includes doctor’s offices, law firms, manufacturing facilities, churches and import-export companies. With more than ten years of success and a strong emphasis on personalized customer service, powersolution is committed to proactively working with every client organization to maximize a return on investment and minimize risks when implementing new technology solutions. Read More
Solution	Powersolution found a solution to its remote assistance challenges in Bomgar, a company that provides remote support solutions. Bomgar's solution made initiating a remote session with an end user virtually effortless. The solution allows Powersolution's technicians to see what customers see and control their mouse and keyboards. The Bomgar solution also has a reboot/reconnect feature that makes it possible to pick up where a session left off after a reboot, rather than initiating an entirely new session. Another feature, 'Request Automatic Logon Credentials', prompts the user to enter a valid username and password, and after the reboot, the remote system automatically signs back in with the provided credentials, ensuring uninterrupted support without requiring the customer to be present. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Professional Service

Applicable Functions

Business Operation

Use Cases

Remote Asset Management

Remote Collaboration

Services

System Integration

Challenge

Powersolution, a New Jersey-based IT services company, was facing challenges in providing remote assistance to its clients. The company was using the Microsoft remote assistance feature on each customer’s operating software, which was a time-consuming and complex process. The company was also facing difficulties in supporting users who were working remotely and not connected to the client’s virtual private network. Powersolution recognized the need for an alternative solution to fulfill its promise of superb customer service.

About Customer

Powersolution is a New Jersey-based company that offers a full spectrum of IT services to small and mid-sized businesses in northern New Jersey and parts of upstate New York. The company’s services include supplying hardware, software and networking solutions, web application development and e-Business solutions. Its wide range of clients includes doctor’s offices, law firms, manufacturing facilities, churches and import-export companies. With more than ten years of success and a strong emphasis on personalized customer service, powersolution is committed to proactively working with every client organization to maximize a return on investment and minimize risks when implementing new technology solutions.

Solution

Powersolution found a solution to its remote assistance challenges in Bomgar, a company that provides remote support solutions. Bomgar's solution made initiating a remote session with an end user virtually effortless. The solution allows Powersolution's technicians to see what customers see and control their mouse and keyboards. The Bomgar solution also has a reboot/reconnect feature that makes it possible to pick up where a session left off after a reboot, rather than initiating an entirely new session. Another feature, 'Request Automatic Logon Credentials', prompts the user to enter a valid username and password, and after the reboot, the remote system automatically signs back in with the provided credentials, ensuring uninterrupted support without requiring the customer to be present.

Impact #1	The Bomgar solution has streamlined Powersolution’s ability to provide support.
Impact #2	The solution has nearly eliminated Powersolution's need to go on-site to fix issues first-hand, reducing on-site calls by close to 90 percent.
Impact #3	The solution has increased customer satisfaction by allowing users to continue their work elsewhere while their system is being serviced.

Impact #1

The Bomgar solution has streamlined Powersolution’s ability to provide support.

Impact #2

The solution has nearly eliminated Powersolution's need to go on-site to fix issues first-hand, reducing on-site calls by close to 90 percent.

Impact #3

The solution has increased customer satisfaction by allowing users to continue their work elsewhere while their system is being serviced.

Benefit #1	Reduced on-site calls by close to 90 percent.

Benefit #1

Reduced on-site calls by close to 90 percent.

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Overview

Powersolution Ensuring Customers Get the Support They Need

Operational Impact

Quantitative Benefit