BeyondTrust Case Studies Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance

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	Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance BeyondTrust

Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance

BeyondTrust

Technology Category	Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Transportation
Applicable Functions	Logistics & Transportation
Use Cases	Remote Asset Management Fleet Management
Services	System Integration
Challenge	ACME Truck Line’s seven-man tech support team is responsible for 500 employees located throughout the country. Approximately 80% of these employees are located within the company network or are connected to it via VPN, but the remaining 20% are outside the company network. This is a significant segment of the organization. Because the VPN client software issues make up a majority of the issues needing attention, finding an effective remote support solution was critical for the team. While Symantec’s pcAnywhereTM1 could be used to support employees inside of the company firewall, employees outside of the company network had to be supported by phone. This required ACME support reps to relay complex instructions to end-users. Because of the support team’s size and the scope of its responsibilities, on-site visits were often necessary to troubleshoot complex problems and put a strain on its already limited workforce. Read More
About Customer	Since 1960, ACME Truck Line has been a leader in the transportation of equipment, materials, and supplies throughout the United States. ACME has a fleet of over 1,900 trucks, and operates more than 30 service markets in seven states, 24 hours a day, 365 days a year. The company's tech support team is responsible for 500 employees located throughout the country. The team had been struggling with providing effective support to employees outside the company network, often requiring complex instructions to be relayed over the phone or necessitating on-site visits. Read More
Solution	In October of 2006, Shane Fontenot, an ACME support technician, integrated Bomgar into their support processes. He found Bomgar after researching remote software on Google. Bomgar’s architecture enables ACME to support all of its employees, whether they are located inside or outside of the company network. Because they could support end-users outside of the company firewall with only a few mouse clicks using Bomgar, the technical support staff was able to give phone-only support a proper burial. Without the need to pre-install software on the remote systems, ACME began using Bomgar’s Jump Technology to gain anytime access to systems on the company network, replacing the much slower pcAnywhereTM for support of internal systems. For ACME, a key distinguishing factor about Bomgar was the security of the appliance-based remote support solution. With the Bomgar appliances deployed on-site, inside their data center, all sensitive data stayed in-house, not on a thirdparty server. Read More Log in to view content
Contents

Technology Category

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Transportation

Applicable Functions

Logistics & Transportation

Use Cases

Remote Asset Management

Fleet Management

Services

System Integration

Challenge

ACME Truck Line’s seven-man tech support team is responsible for 500 employees located throughout the country. Approximately 80% of these employees are located within the company network or are connected to it via VPN, but the remaining 20% are outside the company network. This is a significant segment of the organization. Because the VPN client software issues make up a majority of the issues needing attention, finding an effective remote support solution was critical for the team. While Symantec’s pcAnywhereTM1 could be used to support employees inside of the company firewall, employees outside of the company network had to be supported by phone. This required ACME support reps to relay complex instructions to end-users. Because of the support team’s size and the scope of its responsibilities, on-site visits were often necessary to troubleshoot complex problems and put a strain on its already limited workforce.

About Customer

Since 1960, ACME Truck Line has been a leader in the transportation of equipment, materials, and supplies throughout the United States. ACME has a fleet of over 1,900 trucks, and operates more than 30 service markets in seven states, 24 hours a day, 365 days a year. The company's tech support team is responsible for 500 employees located throughout the country. The team had been struggling with providing effective support to employees outside the company network, often requiring complex instructions to be relayed over the phone or necessitating on-site visits.

Solution

In October of 2006, Shane Fontenot, an ACME support technician, integrated Bomgar into their support processes. He found Bomgar after researching remote software on Google. Bomgar’s architecture enables ACME to support all of its employees, whether they are located inside or outside of the company network. Because they could support end-users outside of the company firewall with only a few mouse clicks using Bomgar, the technical support staff was able to give phone-only support a proper burial. Without the need to pre-install software on the remote systems, ACME began using Bomgar’s Jump Technology to gain anytime access to systems on the company network, replacing the much slower pcAnywhereTM for support of internal systems. For ACME, a key distinguishing factor about Bomgar was the security of the appliance-based remote support solution. With the Bomgar appliances deployed on-site, inside their data center, all sensitive data stayed in-house, not on a thirdparty server.

Impact #1	With four members of the support team handling approximately 350 remote sessions per month, ACME tech support has reduced on-site support visits by 90% and hold times by 50%.
Impact #2	These results add up to a 20 percent decrease in total call times.
Impact #3	ACME reports a significant reduction in expenses, especially those related to offsite employees.

Impact #1

With four members of the support team handling approximately 350 remote sessions per month, ACME tech support has reduced on-site support visits by 90% and hold times by 50%.

Impact #2

These results add up to a 20 percent decrease in total call times.

Impact #3

ACME reports a significant reduction in expenses, especially those related to offsite employees.

Benefit #1	Reduced on-site support visits by 90%
Benefit #2	Reduced hold times by 50%
Benefit #3	Decreased total call times by 20%

Benefit #1

Reduced on-site support visits by 90%

Benefit #2

Reduced hold times by 50%

Benefit #3

Decreased total call times by 20%

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Overview

Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance

Operational Impact

Quantitative Benefit