BeyondTrust
Case Studies
Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance
Overview
Transportation Company Reduces On-Site Support Visits 90% With Remote Support ApplianceBeyondTrust |
Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems | |
Retail | |
Business Operation | |
Remote Collaboration Remote Control | |
System Integration Training | |
Operational Impact
Bomgar was originally deployed to meet the company’s remote support requirements; however, with the meeting features built in, it allowed Activant to eliminate one of the two existing solutions. In turn, this produced a cost savings for the organization. | |
Sanford says that field engineers or “local platform specialists” use Bomgar now instead of going onsite to perform Windows support. | |
Sanford says she finds Bomgar to be a useful tool in managing her employees because many of them are remote. “Sometimes when we’re having personnel conversations, and they want to show me something on their system, we’ll initiate a session,” she says. “There are so many different uses for it [Bomgar]; it’s incredible.” | |
Quantitative Benefit
Activant’s first call resolution rate was running at about 75%. Bomgar allowed them to up first call resolution rates to between 88-92% | |
The ability to connect to her customers and see their screen has cut the call times in half. Because of this, the number of calls handled per day per rep has increased from five to six-and-a-half or seven calls in a day. | |
Field engineers or “local platform specialists” use Bomgar now instead of going onsite to perform Windows support, reducing on-site visits by 90% | |