SOURCE: Bomgar Corporation

November 07, 2007 03:00 ET

PC Remote Control Improves Margins

PC Remote Control Software Increases Efficiency, Cuts Costs and Increases Profits

RIDGELAND, MS--(Marketwire - November 7, 2007) - A recent study revealed that isolating margin-improvement opportunities is one of the major business issues facing service and support managers. As service, support and maintenance have become a major source of corporate revenue, CFOs are demanding higher profit margins from these departments. While the response of service and support managers has increased the margins significantly, they're concerned that implementing further options may impact service and support quality and thereby endanger customer satisfaction. Bomgar's appliance-based PC remote control software may offer additional margin-improvement opportunities that would help support executives meet this challenge.

According to the study, published by the Service and Support Professionals Association (SSPA), services managers have already reduced staff, outsourced and off-shored, and implemented Web-based and remote support options. Despite these changes, more are needed. As over 70 percent of service and support costs are for staff, cutbacks and hiring less qualified staff could significantly impact profits, but support managers are concerned that it will also reduce their ability to service customers.

As sixty percent of customers evaluate support by timely and consistent response, according to the study, and 53 percent consider quality and speed of response to be pivotal, having the trained and experienced staff needed to meet customer expectations is of primary importance.

Adopting technology that streamlines processes while cutting costs could be a solution. Bomgar's appliance-based PC remote control software has consistently increased the call capacity of support reps. Interviews with Bomgar customers revealed that the appliance remedied some of their biggest time wasters -- connecting and configuring -- thereby allowing support reps to more quickly handle the issue at hand. Reduction in call times ranged from 30 to 75 percent. This factor alone enabled a vast increase in support rep capacity. First call resolution also increased by 30-60 percent, thereby decreasing the number of sessions that require escalation to second tier support.

The cost of Bomgar's PC remote control software has also proven to be less than that of competitors. The total cost of ownership for Bomgar's PC remote control solution can be as little as 20 percent of other solutions over a five year period and, since you own the product, there are no monthly fees.

For more information on how Bomgar's appliance-based PC remote control support solutions can increase your company's service and support margins, visit the Bomgar website.

View the original press release

Contact Information