Bomgar Product Strategy Reduce Costs & Improve Service Levels It Can Be Done! Frank Aan De Stegge Product Marketing Manager, HP Software Craig Weinstock VP Enterprise & Alliances Marketing Market Leading Service Management Solutions Remote Support, Chat & Surveys for HP ITSM © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Today’s Service Management Challenges Demands from the Users & Business Mobility Any Device Anytime, Anywhere Laptop, PDA, Desktop First Call Resolution Reduce Costs & Increase Productivity Higher Service Levels Improve SLA Reporting & Security Incident & Call Mgmt Problem Mgmt 1, 000’s of incidents Isolation & Orchestration Remote Access & Control 1. 4 help desk per user per month Staff Utilization 60 -70% FCR & Satisfaction Rates Fixed Service Level Mgmt Define, Track & Report Increase Tracking Reporting Reduces Productivity How do you better leverage your ITSM investments and staff to increase your productivity and value to the business? © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Yesterday Help Desk © 2009 Bomgar Corporation | www. bomgar. com Remote Control
Bomgar Product Strategy Today Lifecycle Automation Remote Support Best Practices Secure Chat Self-Service Automated Surveys Continuously Improve Productivity Tools © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Key Metrics & Levers Staff Utilization from 60 -70% to 100+% 1 st Call Resolution 35 to 45% Incident Handling 25 to 50% On-Site Visits Eliminate 90% Call Escalation 10 to 30% Customer Satisfaction up 10% © 2009 Bomgar Corporation | www. bomgar. com
How HP Service Manager can help you Industry-leading service management ecosystem Proactively manage delivered IT value to the business HP provides ITIL v 2 and v 3 -based best practices Service lifecycle management and automation Reduced infrastructure costs and international reach Continuously measure and optimize IT value to the business 6 Scalability and localization to be the consolidated service desk Continual service improvement 3/17/2018
HP Service Manager solution— proven value to customers • Sentara Healthcare: Root cause identification takes minutes instead of hours; Critical systems back on-line within 15 minutes of outages; consistently exceeded 99. 5% availability goal • Austrian Airlines: Cost reduction (eliminated shifts); Enhanced ITIL processes support; End-to. End monitoring of critical services; Measurable service levels; Centralized/unified monitoring; Incident/change management alerting • Vodacom: Better risk assessments when implementing requests for change; Improved service levels; Better co-ordination and hand-off between technology domains • Marfin Laikai Bank: 36% of tickets reported from end-users through SM 7 in the first two months (a key performance metric because of the time savings); Higher problem resolution rates • Ergo group: Greatly improved service delivery processes with one common helpdesk solution; Full visibility in how they are meeting customer demands; Significantly less time required to monitor infrastructure; Quicker resolution of issues before it affects customer business processes. • 7 3/17/2018 Zithaklinik: Service delivery as requested with IT Services and SLAs; Enables better proactive service to meet their goal to “Be the best IT in national Healthcare"
HP Software as a Service (Saa. S)— making Service Manager plug-and-play HP Software ready to use • Service Manager − ITSM Implementation Accelerator − SM Application servers − Databases • Optimize/Reduce capital Always there – 24/7 • Application lifecycle management & upgrades • Infrastructure management • 24 x 7 Operations support expenses on Servers, • Data recovery & backup Storage & Network Part of your team • ITIL & SM Certified Technical Account Manager • Ongoing expertise & mentoring driving adoption • Configuration & Integrations • 99. 9% Availability Guarantee HP Saa. S global best practices & processes High availability Disaster recovery Change management Capacity management Performance management Security & audit management
HP Service Manager & Bomgar: a logical combination Extending your ITSM support capabilities • Increase support reach by integrating Bomgar with HP Service Manager 7 • Access & resolve issues on any device, anywhere without changing your network or firewall • Easily measure & exceed SLA’s with automated survey’s Optimize costs through service automation • Increase IT staff efficiency through standardized & automated best practices • Policy-based management & real-time visibility for continuous improvement Getting results fast • Quickly deployment leveraging ITILv 3 best practices • Speed incident diagnosis & resolution • Accelerate self-service adoption & satisfaction with secure chat 9 3/17/2018 Ensure service quality to the business by providing predictable and reliable value
Bomgar Product Strategy BOMGAR - Enterprise Remote Support • 100% Focused on Remote Support • 4, 500 Customers, 45 Countries • 10 th Fastest-Growing Software Company in the US • Gartner Cool-Vendor & Security Leader in Remote Support • Certified Integration with HP Service Manager & Service Center © 2009 Bomgar Corporation | www. bomgar. com 10
Bomgar Product Strategy Remote Support HP Service Manager © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy From one screen access © 2009 Bomgar Corporation | www. bomgar. com 12
Bomgar Product Strategy Productivity Features System Information View remote computer's system information File Transfer Enable file transfer for reps or groups Escalate Share/Transfer sessions between reps Bomgar Button Immediately launch a support session © 2009 Bomgar Corporation | www. bomgar. com Multi-Session Control Fix one system while another reboots Reboot/Reconnect Reboot and auto reconnect Jump Technology Access unattended systems Audit & Log & report on all session activity 13
Bomgar Product Strategy Customer Success Story: • Outsourced Technical Services For 3, 000 Banks • Used by Fiserv’s Bank Solutions Team to Support their Premier &Precision product lines • 46, 000 “Virtual Trips” in 3 Months with Bomgar • Multiple “Virtual Trips” or “v. Trips” in the Time of One Physical Trip “I really love the ability to “show” the technician what my issue is rather than trying to explain it. This is extremely helpful. ” © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Multi-Tasking – Two Chats Work Better Than Two Calls © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Secure Chat • 1: 1 Communication • Limited Visibility • Expensive Quality Monitoring • 1: 4 / Many Communication • Complete Visibility • Easy Quality Monitoring © 2009 Bomgar Corporation | www. bomgar. com 60 - 70% Utilization Rates 100%+ Utilization Rates
Bomgar Product Strategy Click to Chat • Faster response • No language barriers • Handle 2 -4 incidents simultaneously • Canned scripts & instructions • Logged & updated to HP Service Manager Runs in a Browser (Flash-Based) © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Customer Success Story: Leading OS Provider • 90% of our Service Requests are initiated via the Web “Customers prefer Chat support to phone support in most cases” • Customer Satisfaction: 80% rate Web Support a “ 5/5” • Average customer satisfaction rating increased 10% “Nothing seems to matter as much as quick response for customer satisfaction” • Productivity improved 25 -30% and Utilization ~ 100% “Nice not having to waste time – very efficient system, with support agent able to quickly review previous communications so I don’t have to repeat steps. ” © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Customer Success Story: • Remote technical services provider for more Fortune 500 companies than any other provider • 400 Support Reps Working Virtually • Support Rep Utilization Rates as High as 120% “Plumchoice is a “remote culture” […] We require the most innovative technologies to enable our growth in the digital home space and […] virtual support is a pinnacle part of this. ” - Rich Surace SVP Operations © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Demonstration • Adding Chat to the HP Service Manager Portal & Knowledge Management Search • Remote support from a HP Service Manager Ticket • Automated Survey Capability © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Full ROI in 3 -9 Months Increase Staff Utilization to 100%+ Improve 1 st Call Resolution 35 -45% Reduce Incident Handling 25 -50% Eliminate On-Site Visits by 90% Reduce Call Escalation 10 -30% Improve Customer Sat up to 10% © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy Let Us Prove the Value & Benefits • Free Bomgar Trial Contact: Samantha Couzens scouzens@bomgar. com +1. 770. 407. 1857 • HP ITSM / Manager Contact your HP Sales Representative or www. hpsoftware. com/go/ Trial of Bomgar for Free! © 2009 Bomgar Corporation | www. bomgar. com
Bomgar Product Strategy BOMGAR Reduce Costs and Increase Customer Satisfaction S. I. M. P. L. E. Security Integration Platform Lower Enterprise Support © 2009 Bomgar Corporation | www. bomgar. com Manageability Costs Focus 23
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