In the absence of a strategic long-term view, a multi-product patchwork of various tools is not only difficult to sustain but also creates challenges related to inefficiency, expenses and security.
Productivity suffers from disjointed or manual processes that do not scale effectively. When your help desk is using multiple remote control tools, the day-to-day tasks for technicians are often slowed down as they switch between tools for different tasks. Additionally, a lack of integration with CRMs systems, ITSM solutions, online support portals or web-based chat support can impact productivity. In order to service a ticket, your technicians may have to open multiple programs, which also provides an inconsistent experience for the end user.
Many basic remote access tools such as VNC, RDP, and certain versions of TeamViewer and LogMeIn do not provide the flexibility and scalability that many organizations need. Some of them may not be able to support all the operating systems you have or cannot integrate with the ticketing or CRM tool you’re already using.
Free and basic remote support tools often have very limited use cases that often don’t meet the needs of today’s highly networked and technology driven companies. If you are trying to remote into your desktop for personal use, or running basic support for a very small company, a free support tool may be able to get the job done.
But when these tools are being used for more complex support cases, or to support larger organizations, trying to stretch the capabilities of these tools comes at a cost. Inefficient tools means your reps need more time to close support tickets, which has a real impact on your bottom line.
When it comes to data breaches, remote access has been named for several years by Trustwave and Verizon as a leading attack pathway. Threat actors can easily find unsecured remote access pathways into your network and most security organizations simply don’t know all of the remote access pathways being used by their employees and vendors. Most companies would have a difficult time even identifying how many remote support connections took place during a specific period of time, much less what happened during those sessions.
Many legacy remote support tools have no logging, reporting or other auditing capabilities, or what they capture is very limited. The result is an incomplete or missing record of support activity, since logs of varying detail and format, if available, must be aggregated and synchronized from multiple data silos.
Bomgar enables you to quickly access and fix nearly any remote device, running any platform, located anywhere in the world through one solution. Bomgar offers the security, integration, and management capabilities your IT and customer support organizations need to increase productivity, improve performance, and deliver a superior customer experience.
Unifying our teams with a single remote support solution was an important part of our continual service improvement initiative.
Want to learn more? Download the free whitepaper today!
You can also ready a full case study on the University of Miami’s use of Bomgar:
At Bomgar, Phil is the senior product manager for the Bomgar Remote Support product, driving the direction, lifecycle, and go-to-market strategy. He has been with Bomgar for more than a decade, building experience with ITSM and IT operations management, as well as bringing unique perspective from a systems engineering background. Phil has a Bachelor of Science from Mississippi State University and is certified in ITIL v3 and Pragmatic Marketing.