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Case Study: Bomgar Extends IT Service Provider’s Reach Across Platforms
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
- Telecommunications
Use Cases
- Remote Asset Management
Services
- System Integration
The Challenge
PlumChoice, a fee-for-service online support company, was using Citrix’s GoToAssist™ as their remote access tool. However, as the popularity of Mac systems increased and the market for mobile devices such as smart phones, digital cameras and MP3 players exploded, PlumChoice realized their remote support solution no longer met their needs. GoToAssist did not support any systems beyond the Windows platform and failed to provide the security measures PlumChoice needed to be compliant with its customers’ industry standards. PlumChoice started to receive requests from their partners to extend beyond the Windows platform and began reevaluating GoToAssist™ as their remote support solution. They needed a solution that would record every support session and agent interaction.
About The Customer
PlumChoice is a fee-for-service online support company that provides services via white label and affiliate channel partners in the following segments: Telco/Cable/ISPs, Retailers and OEMs. The company has been providing remote support over the Internet for close to a decade. Support incidents are delivered to PlumChoice’s 500+ home-based agents via online technology. Ninety-five percent of their support requests are completed virtually. The company used Citrix’s GoToAssist™ as their remote access tool for the first four years in business.
The Solution
PlumChoice began an exhaustive search for a cost-effective remote desktop control solution that would meet the demands of scalability across multiple platforms and handheld devices in a secure environment. They chose Bomgar for four crucial reasons. Firstly, Bomgar gives PlumChoice a competitive advantage by increasing functionality through supporting multiple platforms while reducing costs. Secondly, Bomgar provides automatic session recording for post-session analysis and audit. Plus, all session data is consolidated within the firewall. This specification meets the strict security and audit trail requirements set forth by PlumChoice’s business customers. Thirdly, Bomgar offers PlumChoice the ability to grow by adding licenses in an on-demand fashion. Lastly, Bomgar’s integration features allow PlumChoice support reps to use existing toolsets across multiple operating systems.
Operational Impact
Quantitative Benefit
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