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Powersolution Ensuring Customers Get the Support They Need
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
The Challenge
Powersolution, a New Jersey-based IT services company, was facing challenges in providing remote assistance to its clients. The company was using the Microsoft remote assistance feature on each customer’s operating software, which was a time-consuming and complex process. The company was also facing difficulties in supporting users who were working remotely and not connected to the client’s virtual private network. Powersolution recognized the need for an alternative solution to fulfill its promise of superb customer service.
About The Customer
Powersolution is a New Jersey-based company that offers a full spectrum of IT services to small and mid-sized businesses in northern New Jersey and parts of upstate New York. The company’s services include supplying hardware, software and networking solutions, web application development and e-Business solutions. Its wide range of clients includes doctor’s offices, law firms, manufacturing facilities, churches and import-export companies. With more than ten years of success and a strong emphasis on personalized customer service, powersolution is committed to proactively working with every client organization to maximize a return on investment and minimize risks when implementing new technology solutions.
The Solution
Powersolution found a solution to its remote assistance challenges in Bomgar, a company that provides remote support solutions. Bomgar's solution made initiating a remote session with an end user virtually effortless. The solution allows Powersolution's technicians to see what customers see and control their mouse and keyboards. The Bomgar solution also has a reboot/reconnect feature that makes it possible to pick up where a session left off after a reboot, rather than initiating an entirely new session. Another feature, 'Request Automatic Logon Credentials', prompts the user to enter a valid username and password, and after the reboot, the remote system automatically signs back in with the provided credentials, ensuring uninterrupted support without requiring the customer to be present.
Operational Impact
Quantitative Benefit
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