SOURCE: Bomgar Corporation

March 11, 2008 03:00 ET

Remote Control Software Can Do Even More to Reduce Travel

Although Remote Control Software Has Reduced the Need for Onsite Visits, Many Companies Don't Take Full Advantage of Its Potential

RIDGELAND, MS--(Marketwire - March 11, 2008) - While the majority of companies now have help desk support software that allows IT helpdesk reps to handle any PC anywhere without travel, many do not take full advantage of these solutions. Instead, top technicians are still traveling to customer sites to handle more complex issues while less-skilled reps address the simple problems remotely. Remote control software should bring highly-skilled reps in-house so they are more available as company resources, but many companies do not have the organizational infrastructure necessary to fully utilize the software. To help companies change this, Joel Bomgar, founder and CEO of Bomgar Corporation, will conduct a session at the HDI 2008 Annual Conference and Expo to show companies how to achieve full benefit from their remote control software.

"Where incident resolution takes place, whether on-site by field services or remotely by the help desk, has far-reaching impact on the customer's experience with support and with the ability of the rep to work efficiently and effectively. On-site incident resolution can be slow and expensive," said Bomgar. "The help desk should take a much larger role in incident resolution -- enabling more incidents, both simple and complex, to be resolved remotely."

In addition to denying onsite customers the quality customer experience derived from highly-skilled techs solving their problems quickly and efficiently with remote control software, customers whose issues are being addressed remotely by reps with a lower skill level are being denied access to the services of those highly-skilled technicians because they're on the road or onsite with another customer.

This flies in the face of the primary goal of remote control software -- getting customers up and running as fast as possible so they can get back into production. Instead, some of the most valued customers are waiting for an IT helpdesk rep to arrive at their location.

Bomgar's Strategic Focus session at this year's HDI conference will teach you how to fully utilize remote control software, how to change your company's thinking about on-site vs. remote incident resolution, and how to move incident resolution from onsite to remote so you can decrease costs and improve the customer experience.

For more information on how your company can realize the full potential of your help desk support software, attend Bomgar's session at the HDI conference on Tuesday, March 11, 2008, 10 to 11 a.m. or visit the Bomgar website.

View original press release.

Contact Information