SOURCE: Bomgar Corporation

June 06, 2007 03:00 ET

Remote Desktop Support Boosts Stagnant Service and Support Metrics

Bomgar's Remote Support Solution Makes Support a Sustainable Competitive Advantage

RIDGELAND, MS--(Marketwire - June 6, 2007) - Despite significant effort expended by corporate executives to improve service and support in the last year, benchmark support metrics are not responding. First call resolution rates, call handling times, and the need for escalation to second tier support are unchanged for the vast majority. Bomgar's remote desktop support solutions offer functionality that enables companies to overcome that inertia and turn their technical support departments into a sustainable competitive advantage.

Corporate executives know that improving service and support metrics is vital for customer satisfaction and retention, and for the acquisition of new clients. However, a recent survey conducted on executives responsible for customer interface functions revealed that while 66 percent had increased their emphasis on service and support in the last year, less than half had realized any change whatsoever.

Over 56 percent of respondents reported no change in first call resolution, 64 percent failed to improve call handling times, and, for nearly 50 percent, incident resolution at first tier was stagnant.

More than three-quarters of the survey respondents said that service and support is a primary factor in the overall business value proposition. In fact, nearly 20 percent said that just one bad experience is likely to cause a customer to switch to the competition. With no improvement despite their efforts, corporate executives are looking to make further changes in their service and support departments.

Bomgar's remote desktop support solution enables corporate executives to meet this challenge. Bomgar's customers have reported an improvement of up to 75 percent in first call resolution rates and call handling time, and escalation to second tier has seen a decrease of as much as 80 percent. Bomgar's unique remote support appliance is also more cost effective than other remote desktop support solutions -- ROI can be realized in a short time and, over the long-term, the costs are about one-third that of the competition.

To find out more about how Bomgar's remote desktop support solution can improve support metrics and turn support departments into a sustainable competitive advantage, contact Bomgar, or visit the company website.

Contact Information


    Name: Melissa Taylor Dent
    Phone: 601-519-0139
    Email: Email Contact
    Zip Code: 39157