Remote Desktop Control Improves First Call Resolution Metrics

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Bomgar's remote support solution holds the key to customer satisfaction.

First call resolution is a benchmark for customer satisfaction. It allows the customer to get his technical problems resolved quickly, thereby increasing productivity and enhancing business continuity. However, according to a recent survey, helpdesk first call resolution rates have seen little improvement in the last two years. Thousands of organizations have turned to Bomgar's remote desktop control solutions to address this and other remote support issues, and have achieved great success.

A recent industry survey, conducted by the Help Desk Institute (HDI) on hundreds of IT and support professionals in multiple industries throughout the U.S. and Canada, revealed that first call resolution rate metrics have barely moved since 2005. In fact, only 55 percent of the respondent companies resolve support issues on first contact as much as 60 percent of the time -- a slight decline from the previous year's 56 percent.

Bomgar, the only provider of an appliance-based remote desktop control solution, offers a unique opportunity to improve this statistic, and its clients have enjoyed unprecedented success in this regard.

Armstrong Watson's support team increased first call support incident resolution from 30 to 60 percent, Texas State University's first call resolution improved by 40 to 50 percent, and Australian Finance Group saw an increase of 50 percent. Deployment of Bomgar's remote desktop control solution has also enabled these companies to reduce call times by 30 to 75 percent, thereby increasing the amount of traffic able to be processed through their help desk, and reducing staffing needs. This addresses another issue of major concern for the survey respondents -- about half are anticipating having to hire additional staff over the next year, and 20 percent are concerned about the lack of qualified applicants.

Service, support and maintenance are now a major source of corporate revenue. They are driven by customer satisfaction, in which first call resolution plays a major role. For more information on Bomgar's remote desktop control appliance, visit the Bomgar website, or contact Melissa Dent at 601-519-0139.

View this Bomgar press release in its original context.

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Melissa Taylor Dent
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