Customer Quotes

"It's refreshing to actually get what you ask for from a product and Bomgar's version 10.5 delivers several of the features we've requested."

The value Bomgar brings to our business is really the assistance that support gets using Bomgar. We now use approximately--on our 3,000 calls a day, 500 of those we are using Bomgar in order to work through and resolve our problems quickly

"Our University uses Macintosh computers quite heavily.  So we didn't just need basic support for Mac, we needed a production-ready, full featured Mac support product.  With 10.5, Bomgar continues to expand on their commitment to Mac support and platform neutrality"

I think the biggest pain point that Bomgar allows us to overcome is being able to bring that support capability anywhere, anytime, regardless of the latency in the communication networks that we're dealing with.

"The Bomgar solution has enabled Fiserv staff to increase access to remote presence by more than 300%, of which 27% is revenue generating, and improve overall customer satisfaction."

“Bomgar has definitely helped us take care of support calls. It’s allowed us to improve connectivity as well as manage many more calls than we could in the past.”

All post-support surveys have yielded positive reviews of the Bomgar experience. Even the most troublesome support calls now seem to end on a happy note. In fact, the IT support team received a glowing recommendation from a staff member who was formerly one of their most outspoken critics.

The tangible values that support is able to deliver with Bomgar are twofold. One is the increased speed with which we're able to resolve issues. We've seen that improve. The other is the end user satisfaction.

“With Bomgar, we've seen an overall in­crease in our affiliated physicians' satisfac­tion. We can handle their requests, quickly and in their opinions easily,” Youngflesh says. “They can get back to what matters most – helping their patients.”

Using Bomgar™, the team has reduced on-site support visits by 98 percent, and resolution of support incidents on the first call has risen by 90 percent. This has increased call handling capacity exponentially: "We went from five issues a day to over 80." It has also enabled Minidoka to save money over its previous remote support solution, gaining return on investment after only six months. Jackson estimates that the cost savings over having no remote support solution at all occurred after only one month due to reduced travel costs related to on-site computer repair.

"With Bomgar, we have control over the appliance and all of the data that is routed through it. This was very important to us and a critical factor in our decision to go with Bomgar"

"We have to provide support to all of our users regardless of what operating platform they use [...] Bomgar gives us the ability to support Windows, Linux and Mac environments all with the same software tool."

"When you consider that the desktop support center is 20 miles away from that hospital, the travel costs add up fast," Bryant says. "We were able to decrease the on-site timeshare support visits by 90% when we introduced Bomgar."

Since Norton implemented Bomgar, call times have dropped 30 to 60%. "We've been able to increase the availability of support staff because, frankly, they are not on those 30 and 40 minute calls anymore," Bryant says.

One area they have seen a dramatic decrease in escalation is through using Bomgar to support the healthcare system's 500+ BlackBerry devices. "When we started supporting Blackberry with Bomgar, we cut down on the escalated tickets and customer concerns of ‘when is someone going to get to me?'"

"Our support desk is getting more BlackBerry incidents every day, so we asked Bomgar to enhance functionality for the support of BlackBerry issues. I believe Bomgar 10.5 will help us raise support of mobile devices to the same level we support desktops."

"Bomgar gets better with every release. And with version 10.5, a lot of the features that led us to purchase Bomgar in the first place have improved."

"With Bomgar, we can virtualize the help desk support staff into product or specialty areas, called queues. When registered customers use the online eService Portal to manage their service request using the chat option, they are instantly connected to the correct queue for their product. By routing inquiries to the correct support team from the onset, we eliminate hours of time switching the customer back and forth between service representatives."

Bomgar's integration features allow PlumChoice support reps to use existing tool­sets across multiple operating systems. With these integrated tools, support agents are able to fix problems on the first call 92% of the time.

How PlumChoice arrived at the decision to choose Bomgar and the ancillary value was the following items. One, return on investment. Bomgar provides us a competitive advantage in bringing the ability for us to scale in an ROI that actually pays for itself at a third of the cost of other providers that we've worked with in the past.

Bomgar's use and accessibility and speed allow us to deliver faster support, with the right quality support. The ability for the agent to do multiple types of work, this is something that allows our agents to increase their productivity to well over 120%. And that is achieved in combination with Bomgar, along with PlumChoice's products and services.

"The appliance was incredibly easy to implement and manage," said Malcolm Hooper, Practice Partner operations manager. "Because we host the appliance internally, we save on monthly fees that an ASP solution demands and we have full control over data security."

PracticeWorks estimates that support call times have been reduced by 24%. This saves PracticeWorks an estimated $5,187 per day in call costs, recovering the cost of Bomgar™ in less than a month.

"Bomgar's pricing model is much better than the competition's. We own the appliance and we pay a onetime fee per license. With the competitors, you pay month after month forever and, at the end, own nothing."

"There are not too many software products that you really like after you've bought them and used them for a while, but Bomgar is definitely one of those." While the majority of the computers the Salvation Army supports are PCs, they do have a limited number of Macs, and with the Bomgar solution, they are now able to provide support for their Mac users. Additionally, they have been impressed with the responsiveness of the Bomgar team and the speed of innovation. Finally, because the solution is an on-premise appliance, they feel more comfortable because they do not have to rely on an external provider. "The [Bomgar] tool has helped us move in the right direction in the way we provide support" said White.

"We have nearly 1,500 centers of operations here in the 13 western states, some with hundreds of computers. And with only 75 [IT staff], going to every site to deploy software is not possible," said White. Because Bomgar works over a standard internet connection, it is network-independent. This enables the Salvation Army to provide support services regardless of the location of the person needing support.

Because of the simple installation process, Texas State was able to set up the Bomgar Box™ and begin performing sessions from the first day of deployment. With 15 support reps taking advantage of the solution, the Texas State IT team performs over 400 remote control sessions per month. Because problems can be fixed over the internet, call escalation has decreased by 80%, and on-site visits have decreased by 80-90%. On incidents in which a Bomgar™ session is used, call times have been reduced by 50-75%, and first-call resolution has increased by 40-50%. By supporting their end users remotely, Texas State's IT personnel are more efficient than ever.

"Bomgar's multi-platform solution was the key factor in choosing a vendor," states Anderson. Bomgar is now one of the go-to platforms in the Zappos.com service desk system.