|[March 27, 2014]
BankTEL Systems Delivers Exceptional Support Experience with Bomgar
JACKSON, Miss. --(Business Wire)--
Bomgar (News - Alert), the leader in enterprise
remote support solutions, today announced that BankTEL
Systems is using its remote support solution to deliver exceptional
tech support to BankTEL clients. BankTEL Systems is a premier provider
of financial accounting and cash management software applications for
financial institutions. With more than 1,000 clients throughout the
United States and multiple international locations, BankTEL has a number
of offerings that help financial institutions cut costs, increase
deposits, and automate their internal processes.
BankTEL previously used WebEx to perform remote tech support for
approximately nine years. With WebEx, the company's seven support
representatives found that customer end-users often had difficulty
following instructions and performing the tasks necessary on their
machine to enable a remote support session. "We were finding that
connecting to a user's computer often took five to fifteen minutes if a
client wasn't very computer savvy, because they had trouble executing
the required series of tasks," said Bonnie Baker, director, information
technology for BankTEL. "Sometimes the issue could be resolved in one or
two minutes once connected, so spending fifteen minutes just to get
connected wasn't acceptable."
Additionally, the support team frequently had difficulty maintaining
remote connections to customer servers. When the company's contract with
WebEx came up for renewal, Baker and other members of BankTEL's
executive team began evaluating alternative solutions, including
LogMeIn (News - Alert), Citrix GoToAssist and Bomgar. The solutions were compared based
on functionality, features and overall cost. After a trial of each
solution, Bomgar's ease-of-use and Jump
Client technology, which allows support techs to quickly connect to
end systems, set it apart from the other tools.
"Bomgar was much more intuitive to use than the other solutions we
evaluated," said Baker. "And I immediately saw the value of the Jump
Client feature, which allows our support team to quickly and reliably
take control of an employee's machine to fix an issue or perform
maintenance. It is clearly a tool designed for remote support, unlike
WebEx, which is a meeting solution that doubles as a remote support
tool. Bomgar makes the support process easier for our customers, which
was our primary goal."
Another feature that set Bomgar apart is its appliance-based
architecture. "We are a solutions provider for financial institutions,
so security is an important consideration. Having the Bomgar appliance
within our firewall, rather than using a cloud-based remote support
solution, enhances our security and also protects against the
introduction of viruses."
In a typical month, BankTEL's remote support staff handle approximately
2,200 support calls. In addition to supporting its software on servers
at customer locations, the IT staff supports employee devices, including
PCs, laptops, tablets and VoIP phones. "Since implementing Bomgar, we've
seen a six percent increase in calls that are resolved in ten minutes or
less, which is great since it often took ten or more minutes previously
just to establish the connection," said Baker.
Overall, Baker sees Bomgar as an important complement to the company's
software products. "Providing outstanding support to our customers after
we install our software is one of our main focuses. Bomgar is a great
fit for us because it gives our support reps the tools they need to
quickly help our customers in whatever capacity they need assistance.
That is vital to our customer experience and our company's reputation."
For a full case study about BankTEL's use of Bomgar, please visit: www.bomgar.com/customers.
Bomgar is the leader in enterprise remote support solutions for easily
and securely supporting computing systems and mobile devices. The
company's appliance-based products help organizations improve tech
support efficiency and performance by enabling them to securely support
nearly any device or system, anywhere in the world - including Windows,
Mac, Linux, iOS, Android (News - Alert), BlackBerry and more. More than 8,000
organizations across 65 countries have deployed Bomgar to rapidly
improve customer satisfaction while dramatically reducing costs. Bomgar
is privately held with offices in Jackson, Atlanta, Washington D.C.,
Paris, London and Singapore. You can find Bomgar on the web at www.bomgar.com,
or on Facebook,
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