MCR and Bomgar – Changing the way we support our clients

MCR offers robust remote services and live technical support to our customers, and as times change, so do our support methods.

When I first started in the IT field, I had to rely upon telephone support for customers.  This was a very slow and ineffective solution, as it took way too much time on the customers end, and only had a success rate of 40%.

Over time, new technologies emerged, included PC Anywhere, windows terminal services, VNC and many others, and although much more effective, they still presented the client with either needing to install software, and some telephone support to get up and running in order to even connect to the systems having issues.

Given MCR’s growing client base and the need to quickly resolve computer issues no matter where they are, MCR has chosen Bomgar as our live remote technical support client of choice.

Bomgar allow us to provide consistent accessibility, strong security, and the ability to customize and collect feedback from end users.  This allows us to review our exit surveys and measure service and support performance.

Bomgar allows us to support multiple operating systems, and even more importantly remotely connect to unattended systems without intervention from the end user. Rebooting end user machines also requires no input from the client to reconnect.  This allows our technicians to be as productive as possible, without having clients being bothered with connectivity issues.

Lastly, the customer has the ultimate control, and can terminate sessions, or request video and transcripts of all remote sessions.