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Bomgar's Remote Access Software Delivers More for LessIT Help Desk Demand Shows Little Change, While Budgets Continue to Plummet (July 30, 2008)
RIDGELAND, MS -- (MARKET WIRE) -- 07/30/08 -- Although demand for support decreased very slightly over the last two years, according to recent research, companies are still struggling to provide service with ever-decreasing budgets. Analysis shows that deploying Bomgar's remote access software can result in significant savings while enabling support reps to handle more traffic and deliver superior service.
Full results of the research, conducted by SupportIndustry.com, can be found in the 2008 Service and Support Metrics Survey. It was conducted on 85 high-level executives responsible for internal and/or external help desk functions.
According to the results, the demand for support services decreased slightly -- 74% of respondents experienced increased demand, down from 77% in the last survey -- and about 22% reported that demand stayed the same.
While the drop from 77% to 74% may have taken a little pressure off a few people, the decrease is insignificant -- especially in light of the results regarding budgets: According to the last survey, conducted in 2006, 42% of budgets stayed the same or decreased. In the 2008 survey, that number bumped up to 55%.
With the demand for support staying the same or increasing for 96% and budgets staying the same or decreasing for 55%, improving help desk efficiency and lowering costs is a priority.
Companies deploying Bomgar's remote access software have consistently realized both. Bomgar customers report a reduction in total call times of up to 90%, an increase in first call resolution by 20 - 85%, and a 90% reduction in second tier escalation.
Bomgar's remote access software further increases efficiency by supporting multiple platforms -- Windows, Linux and Mac -- all with the same software.
Although supporting multiple platforms with the same tool and handling more traffic in less time saves money, a cost comparison analysis shows that the cost of deploying and maintaining Bomgar's remote access software is also significantly less than that of the competitors. Because the customer owns the appliance instead of paying monthly fees for the length of the service contract, ROI can be realized within a relatively short period of time and the savings over the first five years can amount to 60% or more.
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