- Javelin Technologies uses Bomgar to provide remote technical support to 3,500 customers.
- Bomgar gives the Javelin IT support team an instant connection to remote devices and more visibility into the issue, resulting in increased first-call resolution.
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JACKSON, Miss. — (BUSINESS WIRE) — July 11, 2013 — Bomgar, the leader in enterprise remote support solutions, today announced that Javelin Technologies is using its solution to provide higher quality remote support to its customers and end users. Founded in 1997 and headquartered in Ontario, Canada, Javelin is a provider of technology solutions for mechanical design, electrical design and 3D printing. Javelin serves a wide range of markets from mining, oil, gas, and heavy equipment to consumer products, automotive, aerospace and healthcare.
The Javelin customer support team is responsible for assisting 3,500 customers, which equates to 14,000 end users, with any problems they encounter using Javelin’s solutions. Prior to implementing Bomgar, the Javelin IT team waded through a cumbersome process of emailing screenshots and asking end users a series of questions to troubleshoot issues. "Before we had remote support, troubleshooting issues by phone and email was a difficult process," said Adam Harte-Maxwell, technical support manager for Javelin Technologies. "There could be any number of reasons why an end user might have trouble installing our software or using it. Something as simple as a video driver being out of date could result in an issue. We had to ask end users several questions about their device and didn’t always get reliable answers. Another complication was that English is not the first language for many of our users. We knew we needed a better way to provide remote support to our customers."
Javelin evaluated many possible remote support solutions and found several features that set Bomgar apart. The first was security. "Some of our clients are associated with the military, as well as space exploration. The Bomgar solution is delivered in a secure appliance that we host in-house, rather than a third-party hosted solution; an extremely important feature that enables us to meet customers' requirements," said Harte-Maxwell. All Bomgar session data is also protected by 256-bit Advanced Encryption Standard SSL encryption.
Another important differentiator was the visibility Bomgar provided concerning the end user's machine. "Bomgar's dashboard gives easy access to all the critical statistics and system information we need regarding the user's device, such as how much memory it has, the video driver, the type of video card, etc. This information is essential for efficient troubleshooting but was often difficult to obtain from end users previously. It is extremely valuable to have this data immediately available once we initiate a remote support session."
Bomgar has dramatically improved first-call resolution for the Javelin support team and shortened time-to-resolution to a fraction of the previous time. The company now remotely resolves approximately 90 percent of the issues that used to require a site visit. "Everyone's watching their budget, so our clients appreciate that we can handle their issues remotely rather than incurring the time and expense of traveling to their location," said Harte-Maxwell.
Looking forward, Harte-Maxwell plans to utilize even more features that Bomgar offers. "Bomgar’s chat feature is something we are planning to use soon. It will add another convenient way for our end users to engage with us to get support. We also plan to look into integrating Bomgar with our current ticketing system, since most of our tickets are now handled through a Bomgar session.”
For a full case study about Javelin’s use of Bomgar, please visit: www.bomgar.com/customers
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 7,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.
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