ICE Systems Case Study

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Remote Asset Management
Remote Collaboration

Services

System Integration

The Challenge

ICE Systems, a systems integrator based in Sydney, Australia, was facing several challenges. They needed an additional customer support channel other than phone and a robust audit trail to meet customer requirements. They also required a remote support solution that allowed access to unattended remote systems due to data center monitoring services for many customers. With a limited five-person support staff, ICE Systems needed to provide support to their customers without traveling on-site, while still being able to support multiple platforms. Many of their customers are in highly regulated industries with strict audit requirements, so ICE Systems needed to be able to trace the path of individual reps and their actions during remote support sessions.

About The Customer

ICE Systems is a systems integrator based in Sydney, Australia, specializing in the design, deployment and support of heterogeneous enterprise environments. They focus on providing efficient and cost-effective support to their customers – ranging from small to large businesses spanning multiple industries. ICE Systems delivers not only technical support but they also help customers develop IT strategies around compliance, infrastructure and systems management. In addition, they work hand-in-hand with technology partners to help their clients solve technology problems and provide data center management services.

The Solution

ICE Systems sought a remote support solution that provided a higher level of customer support, a centralized audit trail, and unattended access to remote systems. After completing a trial of Bomgar’s remote support solution, they realized this solution was just what they needed to solve off-site customer support issues. Since purchasing a Bomgar Box in May 2008, ICE Systems can now handle more customer incidents faster and access remote systems without involving the customer. In addition, they can provide a detailed report of every click and keystroke for all sessions. Bomgar allows their small support staff to function as a larger organization in a centralized location. Moreover, while monitoring their customers’ datacenters; support can fix problems without requiring the customer to be present, which improved overall response times.

Operational Impact

Improved customer satisfaction by offering additional services to clients
Improved first call resolution and incident handling by accessing unattended systems
Handling increased call volume due to client growth with same support staff