• Cresa uses Bomgar to provide remote tech support to hundreds of employees in 40 countries worldwide.
• Bomgar has helped Cresa’s IT support team improve connections to remote systems, shorten time to resolution and deliver an exceptional user experience.
Bomgar, the leader in enterprise remote support solutions, today announced that Cresa is using its remote support solution to support approximately 960 employees in more than 55 locations in North America and approximately 200 locations in 40 countries worldwide. Headquartered in Boston, Massachusetts, Cresa is an international real estate advisory firm that offers a wide range of real estate services including corporate services, strategic planning, transaction management, facilities management, workforce and location planning and lease administration.
When Gene Glekel joined Cresa as National Director of Infrastructure, the company's support representatives were using a cloud-based remote support tool. Glekel saw a number of disadvantages with this tool in regards to security and the user experience for both techs and end-users.
"When I joined Cresa, I wanted to adjust our IT support team to meet the needs of our business users, rather than requiring users to adjust to us," said Glekel. "One immediate change was to equip our support representatives with a more robust and secure remote support solution. The existing tool required installing a resident agent on the user's machine before providing remote support. The support reps experienced difficulty managing the computer's administrative rights to enable remote support. Establishing the remote support session required end users to perform a sequence of time-consuming tasks on their machine.”
Latency and instability in the connection were also frequent problems. Additionally, if a machine needed rebooting, the cumbersome process of working with the end user to establish a connection had to be performed all over again. "The entire process was time-consuming and frustrating for our IT team and for our users. Giving users a simple and painless support experience with that toolset was simply impossible," Glekel said.
After evaluating a number of remote support solutions, Cresa ultimately chose Bomgar. Glekel was impressed that Bomgar combined ease of use for his technicians and end users with a high level of security. Cresa's employees can now go to a web portal and click on the name of any available support rep to immediately start a support session. With Bomgar the support reps can establish a reliable connection and continue a session after a reboot without involving the end user.
Easy integration with ITSM and service management tools is an additional advantage Cresa found with Bomgar. "We chose to deploy Dell KACE as our IT asset management system. We were pleased to find that Bomgar had a native integration with KACE that simplifies our technicians' operational processes. It has dramatically improved our user experience to near perfect satisfaction in surveys from the user community,” said Glekel.
For Glekel, it’s that level of user satisfaction that speaks most clearly about the value of Bomgar. "Because we have a distributed structure, site visits and other traditional support methods are not an option. Now, we have to have the ability to support any device, anytime, anywhere in the world where there is internet access. Bomgar has enabled us to reduce the time it takes to start a session, shorten time to resolution and deliver an exceptional user experience. We've been able to help hundreds of employees get back to revenue-generating activities, rather than spending hours on the phone with IT support. Bomgar is a solution we simply could not do without."
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 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.