• Hoosier Energy uses Bomgar to provide tech support to employee devices ranging from laptops and desktops to smartphones, both on and off their network.
• Bomgar has helped Hoosier Energy’s IT team increase efficiency and improve tech support for 550 employees.
Based in Bloomington, Indiana, Hoosier Energy is a generation and transmission cooperative providing wholesale electric power and services to 18 member distribution cooperatives in central and southern Indiana and southeastern Illinois. The company operates coal, natural gas and renewable energy power plants and delivers power through a 1,500-mile transmission network.
Prior to Bomgar, Hoosier Energy had been using a remote access tool with limited functionality that could only be used to control a desktop or laptop. The tool also required a client to be permanently installed on each machine in order for it to work. “Our previous remote support tool only allowed us to access equipment on our network, and we needed something that would go beyond that to support employees outside the office,” said Johnny Bunnell, Hoosier Energy service desk analyst. “So we started looking for a solution that was more reliable and could support devices both on and off our company network.”
Responsible for supporting nearly 550 employees and contractors, the power supply cooperative‘s support team turned to Bomgar for its multi-platform support capabilities. “I had used the Bomgar solution at a previous company, and I knew it would be a good fit for us,” said Monty Dine, service desk analyst at Hoosier Energy. “We are responsible for supporting a wide variety of devices that includes Windows 7 desktops and laptops, Mac desktops and laptops, and iOS and Android phones. With Bomgar’s multi-platform capabilities, we can easily and quickly support all the devices our employees and contractors use.”
Using Bomgar, Hoosier Energy has been able to interact more with the employees they support via Bomgar’s chat functionality, and receive real-time feedback from the Bomgar satisfaction surveys. “The live chat feature allows us to communicate better during support sessions, and the surveys give us the feedback we need to efficiently support employees,” Dine added. “Bomgar has saved us a lot of time, and we are thrilled with the product overall.”
“When it comes to technology support, whether you are supporting employees or customers, the expectation is that the issue is resolved as soon as possible,” said Nathan McNeill, co-founder and chief strategy officer, Bomgar. “Saving the technician time during the resolution process holds great value to both the technician and the user, and the Bomgar solution provides that value.”
Looking ahead, the Hoosier Energy team has more plans for their Bomgar implementation. The ability to customize webpages and portal pages utilizing the Bomgar API is what’s next on the horizon. “The ability to make customizations is something I really liked, and it’s a great tool,” said Bunnell.
Bomgar (bomgar.com) 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, BlackBerry and more. More than 7,500 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.