remote support - redskab til skærmdeling, eller en strategi for bedre service? - see 2016, denmark
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©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 1
Bomgar Remote Support
Stig MogensenRegional Sales Manager Nordics
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 2
• Founded in 2003
• 280+ Employees
• 10,000+ customers in 65+ countries
• Global offices in US, EMEA & APAC
• Recognized in the Inc. 500/5000 as “America’sFastest Growing Private Companies” for 6 yearsrunning
• #1 in Enterprise Remote Support, according toIDC
• 8 of the Fortune Top 10 Most Valuable BrandCompanies use Bomgar
• 63 Net Promoter Score (NPS)
ABOUT BOMGAR
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 3
Bomgar Privileged AccessManagement
SERVICEDESK
CUSTOMERSUPPORT
Access, control, &troubleshoot remotedesktops, servers,
and mobile devices,no matter the
operating system ornetwork location.
Chat, co-browse, andprovide remote
assistance for yourcustomers. Even
support iPad, iPhoneor Android apps.
PRIVILEGEDACCESS
VENDORACCESS
Manage, empower,and audit internalprivileged users tosecurely access
your sensitive andcritical systems.
Control, monitor andmanage third-partyand vendor accessto your corporate
network and devices
SECURE ACCESS USE CASES
Bomgar Remote Support
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 4
BOMGAR REMOTE SUPPORT
SERVICEDESK
CUSTOMERSUPPORT
Access, control, &troubleshoot remotedesktops, servers,
and mobile devices,no matter the
operating system ornetwork location.
Chat, co-browse, andprovide remote
assistance for yourcustomers. Even
support iPad, iPhoneor Android apps.
Bomgar Remote Support
Platform Support Reliability Security Increased Productivity
o Integrated Chato Collaborationo Integration
Bomgar Support Customization
Why Customers useBomgar
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 5
Remote support: Common cost inefficiencies
Manyremotesupporttools
Unpredictable license costs over time
Backlog of incidentscosting productive time
Inability to supportsome platforms
No team structureto managedifferentIncident profiles
Lack of advanced capabilitiesto drive first time resolution.
No integration withService Management
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 6
BOMGAR ENTERPRISE REMOTE SUPPORT – WHY SWITCH?
• Support Multiple Platforms
• Support Mobile Devices
• On or Off Network
• Avoid cost and maintenance ofmultiple tools
• Streamline processes forbetter efficiency
• ITSM/CRM System
• Ticketing Systems
• Security Providers
• Inventory Systems
• Chat-based support
• Easy Session Initiation
• Increased First Call Resolution
• Collaboration and Escalation
• The Appliance
• Centralized Management
• Centralized Reporting
• Multiple Deployment Options (All Single Tennant)
CONSOLIDATION SERVICE LEVELS INTEGRATIONSECURITY
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 10
Productivity gain - Collaboration “in action”
Level 1
Level 3
VendorTechnicalSupport
End User
Skills / Availability based Routing
Seamless Session Invite & Transfer
Multiple Technicians connected to the same EndSystem
Ad-Hoc Vendor Support
Resulting in….
Improved First Call Resolution
Reduced Resolution Time
Skills Transfer / On-Boarding
Live Monitoring for QA Purposes
Improved Customer Satisfaction
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 11
INTEGRATION WITH ITSM & CRM
Integrated remote support allows you to: Launch a remote support session from the ticket or record Automatically update tickets with details from the session Include chat transcript and session recording in the ticket
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 14
Over 85% of respondentssaw an increase in FCRof more than 10% with 1/3 reporting andincrease of more than 25%
3 out of 4 respondents had anincrease of agent productivityof more than 20%
85% were able to increaseCustomer Satisfactionby more than 10% with 43% reporting aincrease of 20% or more.
More than 70%were able toreduce incidenthandling timeby at least 10%
3 out of 4companies reported that agentswere “Very Satisfied” with Bomgar
CUSTOMER RESULTS
©2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 15
CUSTOMER CASE
THE SOLUTION• The integration between Bomgar and our ITSM allowed
Yahoo to consolidate from four mediocre tools down to twoenterprise-level solutions that work seamlessly with eachother.
• The integration allows an incident to be created directly from achat and remote support session, and chat history andrequester information are all copied over to the incident.
• Bomgar’s concurrent licensing model allowed the Yahoo teamto adopt a follow the sun support model without the need topurchase a license for every rep.
THE RESULT• Reduced the need to travel to resolve issues, resulting in cost
savings.• Integration between Bomgar and ITSM has resulted in manual
work being reduced by at least 67%.• Increased chat engagement from 14% to 40% and increased
customer satisfaction.
YAHOO
“Bomgar has made thedialogue between IT andour end users aseamless experienceand increased theproductivity of ourtechnicians. Thecustomer and technicalsupport they haveprovided is top notch!”
RICHARD FLEISCHMAN
GLOBAL SERVICE DESK PROJECTMANAGER
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