Remote Desktop Support Increases Efficiency and Speed of IT Support

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Bomgar's remote desktop support appliance enables IT consulting group to support remote and traveling clients

Until the beginning of 2006, Precision IT supported their customers through various LAN-based remote control solutions. While this setup worked well for issues within networks to which Precision IT had administrative access, it did not enable them to support customers at remote locations or while customers were traveling. After trying several solutions, Precision IT purchased the B200TM, Bomgar's small business remote desktop support appliance model.

"BomgarTM fit a specific pain point of ours," said Marc Pantoni, Partner CTO of Precision IT. "Previously, when our clients were traveling, and were in an airport or hotel, it took too much time to remotely connect to their computers. Often, the problem that they were experiencing was simple, and remote access was the largest obstacle to overcome. Now when clients are in hotels, they always have help, and we don't waste time trying to figure out how we are going to connect to their computers to see what's wrong."

With Bomgar™, customers can receive support through any browser without firewall configuration regardless of their location, and regardless of whether Precision IT has control of their network.

Because the majority of Precision IT's customers are in financial services, regulatory compliance is also of significant concern. BomgarTM provided Precision IT with a remote desktop support solution that automatically uninstalls the customer client from the remote computer to reassure their customers that future access would only occur with customer permission.

BomgarTM was also simple to implement in Precision IT's environment. "It was pretty straight-forward," said Pantoni. "We didn't do any formal training - just a brief meeting with the support groups to walk through an active session with our engineers."

Through its use of the Bomgar Box™, Precision IT has experienced a 10 percent reduction in call escalation, a 10 percent increase in first call resolution, a 25 percent decrease in ticket handling times, 25 percent increase in help desk capacity, and a 20 percent decrease in on-site visits.

Precision IT places a high premium on efficiency and speed in support of their 3000 plus customers worldwide. And they are doing it even faster and more efficiently with Bomgar. "Having the capability to fix what we need to fix in just a matter of minutes makes us look good and reasserts the quality of service that we provide to our clients," said Pantoni.

For more information on Bomgar's B200 and other remote desktop support solutions, contact Melissa Taylor Dent at 601-519-0139, mdent @ bomgar.com.

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Melissa Taylor Dent
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