Support virtualization enables your support reps to be at multiple locations at once, solving support issues with unbelievable speed and effectiveness. Over 3,500+ organizations have virtualized their support reps and have decreased IT costs while increasing support rep productivity.
You Need to Virtualize Your Support Staff
You Need to Virtualize Your Support Staff
Productivity gains from making remote support virtual
Now that the potential benefits IT can bring to organizations are widely recognized, many enterprises are struggling to enhance tech support in order to drive business productivity and performance. They are seeking ways to enable their support reps to accomplish more without pouring new resources into these efforts.
They may soon be rewarded. As top performers in tech support have discovered, new remote support solutions now exist that can virtualize the help desk, delivering New remote support solutions compelling gains in terms of rep productivity, customer satisfaction and bottom-line now exist that can virtualize performance. the help desk, delivering compelling gains in terms of Through remote desktop access solutions, organizations such as Humana, Hilton, rep productivity, customer Nissan, PracticeWorks, Ohio State University, and others have transformed their satisfaction and bottom-line service and support practices from one-to-one interactions to virtualized remote support performance.interactions. This move has dramatically raised productivity and strengthened business operations through:
. Reduced on-site visits. Increased first call resolution. Enhanced call handling capacity. Reduced hold and call times. Increased number of support sessions
Such benefits have enabled enterprises to deliver far higher levels of service performance while maintaining or even reducing their investments in additional service personnel. By successfully leveraging remote control software, they have demonstrated that conventional phone-based and in-person approaches to support have become obsolete. But they've also proven the powerful impact that virtualized tech support can have on the performance of the business.
578 Highland Colony Parkway | Paragon Centre Suite 300 | Ridgeland, MS 39157 P 601.519.0123 F 601.510.9080 www.bomgar.comYou Need to Virtualize Your Support Staff
Contents
The Problem: When IT Hinders Business Productivity 2
Key Issues Threatening Tech Support Effectiveness 2
The Solution: Virtualize Your Help Desk 4
Conclusion: The Path to Productivity 7
About Bomgar 8
The Problem: When IT Hinders Business Productivity
Given IT's strategic role as a business enabler in today's hyper-competitive economy, enterprises are challenged as never before to fully capitalize on their technology assets. Not only must they ensure their people have access to IT to perform effectively, they must maintain and provision IT in a productive fashion. Pressure on IT performance and availability is increasing.
Unfortunately, IT complexity is on the rise. The Service and Support Professionals Association (SSPA) finds that the percentage of members who said their products or applications had climbed to a high level of complexity has risen from 42% in 2003 to 63% at present. It goes without saying that users of highly complex products need more support interaction than users of comparatively simple products. Consequently, customer interaction volumes are rising. Over the last 3 years, support call volumes have increased ?1111%, according to SSPA.
Companies, or departments within organizations, whose reason for existence is to support end users with their technology are faced with some serious challenges. They must increase IT productivity in order to satisfy the productivity demands on business as a whole. They must at the same time increase IT presence. Complicating this demand for ?2more one-to-one interaction with IT is an increasingly mobile workforce whose expectation for fast call resolution is high.
The increasing product complexity and rising need for interaction mean that the current standard IT support practices are woefully inadequate. Failure to adapt to the new environment will make IT a hindrance to business productivity rather than an enabler.
Key Issues Threatening Tech Support Effectiveness
. Low rep productivity. Low service levels. Excessive IT costs
578 Highland Colony Parkway | Paragon Centre Suite 300 | Ridgeland, MS 39157 P 601.519.0123 F 601.510.9080 www.bomgar.comYou Need to Virtualize Your Support Staff
Low rep productivity
Conventional IT s... [download for more]
