SOURCE: Bomgar Corporation

October 25, 2007 03:00 ET

PC Remote Control Improves Key Support Metrics

IT Helpdesk Managers Making the Business Case for PC Remote Control Need Look No Further

RIDGELAND, MS--(Marketwire - October 25, 2007) - According to a recent study, PC remote control support has been adopted by 46 percent of large enterprises and 38 percent of small to medium enterprises. Another 15 percent of large enterprises are planning a purchase this year. Case studies proving the efficacy of a remote desktop connection abound to help IT helpdesk managers build the business case. Which solution is best for you? To provide a foundation for evaluating PC remote control software, Bomgar has produced a number of webcasts that offer an overview of the major players, insight into the key differentiating factors when selecting a vendor, and a spreadsheet to help identify and measure key metrics when preparing RFPs and RFIs.

The study, conducted by the Service and Support Professionals Association (SSPA), reveals industry averages of key support metrics and presents the highlights of several case studies from remote control software vendors to demonstrate an improvement in these metrics.

According to the study, the industry average for first call resolution is 45.6 percent. Case studies showed an increase of 50 to 90 percent when using PC remote control software.

The average talk time, with an industry average of 15.7 minutes, was also shown to improve by 25 to 90 percent and incident escalation also has impressive statistics. One Bomgar case study cited showed a decrease in call escalations of 80 percent.

Customer satisfaction is, of course, the bottom line and the study also showed that the use of PC remote control software increased satisfaction scores.

Bomgar currently offers several webcasts to help IT helpdesk managers and executives understand the remote desktop industry and players, and determine which solution is best for you. Remote Support Roulette: Which Solution Do I Choose features John Ragsdale, VP of Research, SSPA, Matt Healey, Senior Research Analyst, IDC and Joel Bomgar, Founder & CEO, Bomgar Corporation. Remote Support in 2007: Solution Requirements provides information on key metrics and differentiating factors, and offers a spreadsheet to help identify and evaluate the key criteria necessary to choose the right solution for your company and put together and RFP or RFI.

For more information on how PC remote control software can help improve your first call resolution rate, decrease call handling times and incident escalation, watch these webcasts, or visit the Bomgar website.

View the original press release

Contact Information