Bomgar, the leader in enterprise remote support solutions, today announced that ifm electronic gmbh will be using its technology to realize flexible COPE (Corporate Owned Personally Enabled) initiatives and benefit from more efficient support services. Headquartered in Germany, ifm electronic gmbh is a worldwide leader in sensor and automation technologies with production and R&D facilities around the world. The Bomgar remote support solution was chosen by ifm to provide support services to 5,000 employees across 70 countries, enabling IT staff to solve technical problems faster while enforcing highest security and data protection standards. Bomgar will exhibit its remote support solutions at the itSMF Annual Conference 2013 in Kassel, Germany, Stand S04 from 9 to 10 December 2013.
“Most of our support is handled from company headquarters in Essen, Germany, which is one of the reasons we depend on powerful remote support tools the support software we had installed simply couldn’t keep up with these demands any more. In the past, tasks which typically shouldn’t last longer than ten minutes were delayed to up to 90 minutes, simply because the connection repeatedly broke down and data transfer rates were poor,” recalls Olaf Dammrose, Data Expert IT Services and Operations at ifm electronic gmbh.
In addition to the UltraVNC solution that they were using, the ifm team also tested TeamViewer and Proxy Networks as alternatives along with Bomgar. “During the testing period, we were impressed by the Bomgar solution, because all of the integrated features made sense, and they were tailored for our individual requirements.” One of the key success factors was that Bomgar offered a multi-platform solution that allows us to support both Mac and Microsoft computers, plus mobile devices. In view of ifm’s planned COPE strategy, this proved to be an important criteria separating Bomgar from the rest. Businesses implementing a COPE strategy provide their employees with IT devices which can be used privately, but the company maintains ownership of such devices.
Another important plus for Bomgar was that its appliance fully integrates with ifm’s existing security infrastructure, rather than relying on a Cloud solution in an uncontrollable server environment with no insight for the customer. Connecting through the Bomgar Box also allows for significant performance improvements, and support technicians are provided with better communication and handover processes, streamlining collaboration within the global team. With the Bomgar Button, support reps can place a shortcut on remote desktops or smartphones, allowing end users to easily generate remote support requests. “All of our staff that have worked with Bomgar don’t want to go back to the old system,” summarizes Dammrose.
For over 40 years, ifm has developed, manufactured, and marketed sensors to industries that include assembly and robotics, automotive, material handling, packaging, metal forming, plastics, and food and beverage. The company offers a complete family of position sensors, fluid sensors, diagnostic systems, networking products, and wiring solutions. In Germany, ifm electronic develops and produces 88 percent of its product portfolio, but in order to quickly satisfy local demands, the company also sustains a comprehensive network of locations in Eastern Europe, Asia, and the US.
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 organisations 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 organisations 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.