RIDGELAND, Miss. – A new case study featuring Novell, Inc., the leader in intelligent workload management, highlights how the company transformed its Global Technical Support Operations with the help of Bomgar, the worldwide leader in secure, appliance-based remote support. Written and published by Forrester Research, Inc., the December 2010 case study entitled: “Novell Uses Collaborative Remote Support To Transform Its Customer,” outlines how Novell introduced multichannel communications to improve its customer service model, enhance collaboration and staff efficiency, and provide a more flexible environment where customer challenges are solved in real-time.

During a time of constrained budgets, limited resources, and increased service demands, Novell implemented a new remote support tool from Bomgar and realized significant productivity and customer satisfaction improvements. As a result, Novell:

  • Shifted 90 percent of its phone-based support to online alternatives.
  • Increased customer satisfaction by 15 percent and staff productivity by 30 percent while lowering operating costs.
  • Captured real-time customer feedback from online surveys.
  • Responded to customer preferences for chat and remote diagnostic tools.
  • Removed language and accent barriers between customers and its offshore support centers.