Bomgar, the leader in enterprise
remote support solutions, today announced that the University
of Bedfordshire is using its solution to extend the reach of IT
support for faculty and staff. With primary campuses in Luton and
Bedford in Bedfordshire, England, the university also has four auxiliary
campuses in England and approximately 23,000 students.
The university began using Bomgar as part of an initiative to improve
the IT team's service to users. Previously, its IT support
representatives were using a variety of tools to provide remote support
to faculty and staff. "We had a number of solutions with remote support
capabilities prior to acquiring Bomgar, including Novell ZENworks,
Microsoft's Remote Desktop Protocol and LANDESK," said Stevie Watson,
incident and service manager for the University of Bedfordshire.
"However, unlike Bomgar, the other tools only worked if the user was
connected to the university's network. Bomgar can establish a session
through any internet connection. That was just one of the many reasons
that Bomgar quickly become our primary remote support tool."
Having the ability to connect to users no matter where they are has
greatly extended the reach of the support representatives. "We have
administrators, faculty and researchers that travel all over the globe,"
said Watson. "We recently had a faculty member in China who needed help
printing a document. With Bomgar, we were able to connect to his device
and fix the problem in just a few seconds. We didn't have that
The representatives also appreciate Bomgar's
feature rich and intuitive interface. They like the fact that Bomgar
sessions to administrative control and does not require the user to
re-enter credentials after a reboot. They also appreciate that Bomgar
enables dual control so that the user can show the representative
exactly how they are encountering an issue. "It really makes everything
more simple for the user," said Watson. File
transfer is another valued feature. "I recently needed to transfer a
driver to a user who was at a conference. With Bomgar's secure file
transfer capability, it was not problem at all."
Bomgar has dramatically reduced the need for the University's support
representatives to make site visits. Before, about half of the time the
IT team couldn't connect remotely to a user's device, so they had to go
fix the issue in person. "That was both time consuming and frustrating
for the user. We rarely need to make site visits now," Watson added.
Bomgar's reporting capabilities allow Watson to track how many incidents
are resolved and how long it takes to resolve them. Time-to-resolution
and overall efficiency have significantly improved with Bomgar.
For a full case study about University of Bedfordshire's use of Bomgar,
please visit: www.bomgar.com/customers.
Bomgar is the leader in enterprise remote support solutions for easily
and securely supporting computing systems and mobile devices. The
company's 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 8,000 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, London and Singapore. You
can find Bomgar on the web at www.bomgar.com,
or on Facebook,
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