Bomgar Product Strategy 2 Systems Management keeps tabs on all the systems, but it provides no means of resolving issues. Service Desk Management merely tracks support incidents, doing nothing to speed up resolution. Self-Help and Knowledgebase solutions only work for certain types of incidents Where does Bomgar “Fit”?
Bomgar Product Strategy 3 What does Bomgar “Do”? Increased Customer Satisfaction Increased Operational Efficiency Increased Security and Control
Bomgar Product Strategy Customers in 70 Countries Net Promoter Score = 65 –(Apple = 78, eBay = 65, Facebook = 65, and Google = 63) Global Partners Award Winning Gartner “Cool Vendor” Bomgar At a Glance
Bomgar Product Strategy 5 Complexity of “Consumerisation” / BYOD Homeworking / Mobile Users End User Devices & Smartphones Networking Challenges Security of Legacy & SaaS-based Remote Access Tools Service Desk Efficiency Chat Collaboration Service Desk Integration Current Trends in Remote Support
Bomgar Product Strategy 6 One Screen, Any Device
Bomgar Product Strategy 7 Gives support reps the flexibility to support users from their iPad /iPhone at any time from anywhere. iPad / iPhone Support Rep Console
Bomgar Product Strategy 8 Gives support reps the flexibility to support users from their Android Tablet / Phone at any time from anywhere. Android Support Rep Console
Bomgar Product Strategy 11 Security & Audit –Centrally Controlled –3 rd Party Security Validated –LDAP, RADIUS, Kerberos integration –Secure sessions without requiring VPN or firewall configuration –Provide full audit logs –Session Videos Penetration Tested The Only Remote Support Solution to be FIPS Certified Unique Appliance Based Security
Bomgar Product Strategy Data Breach Investigations Report US Secret Service Verizon Business Risk Team Data Breach Investigation 2011
Bomgar Product Strategy 13 Trustwave Global Security Report June 2011 “In 63% of our investigations in which a method of entry could be determined, the attacker simply leveraged an available remote access application” “In many cases, the breached entity was unaware that a remote access application was even present and exposed to the Internet” Security Breach Method of Infiltration
Bomgar Product Strategy 14 Any Device, Any Network Branded Support Portals Secure Chat Collaboration (Reps & 3 rd Party) Agent & Customer Surveys Support ITSM Integration Certified Security & Full Audit More than just Screen Sharing…
Bomgar Product Strategy 15 How Bomgar Works ?
Bomgar Product Strategy 16 DEMO.
Bomgar Product Strategy 17 Staff Utilization Incident Handling 1 st Call Resolution Call Escalation Customer Satisfaction from 10-30% from 10 to 50% from 20 to 50% from 10 to 30% 30%+ Bomgar Improves Key Support Metrics