University of Reading to takes pressure off staff with Bomgar’s remote support

Enterprise Applications

by Amy-jo Crowley| 16 January 2014

The IT services team has swapped Microsoft remote support for Bomgar’s solution.

The University of Reading has said it can resolve IT service issues faster after deploying Bomgar's remote support software.

Gordon Roberts, customer services and communications for IT services at the university, told CBR the success of the project will mean the university is more likely to give the nod to future innovations suggested by his team.

"How I anticipate it being measured is through throughput, the ability of the help staff to resolve more tickets at first call, so first time fix ratios should go up, and called fix times should go down. That's how it will be measured," he said.

"The benefit of having a solution that everyone is happy with and enables much quicker service, potentially you could argue maybe it will reduce the number of staff that we need. If we're being more efficient, we're able to deal with things quicker. You maintain a higher level of customer satisfaction."

Over a year ago, the university had used Windows remote support software.

"That was found not to be satisfactory. It was only limited to Windows systems, so we weren't able to support other operating systems and mobile devices," says Roberts.

"There were also general customer confidence issues around allowing remote assistance because they saw it as limited."

Roberts, who joined the university in 2008, looked at remote support from LogMeIn and Dameware before settling with Bomgar's remote support solution.

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