• CoSentry is using the Bomgar remote support solution to provide technology support to both employees and customer.
• CoSentry chose Bomgar for its ease of use and setup, secure appliance-based design and flexibility.
CoSentry is a provider of data center, cloud computing and managed technical services that offers businesses world-class capabilities including collocation, virtual server and storage platforms, high-capacity internet and technical help desk services.
CoSentry's search for a new remote support solution began with the need for a consolidated solution that could expand upon their current tool's feature set, enabling them to speed time to issue resolution. With company and customer requirements becoming increasingly more focused on security and compliance, it was also critical that the remote support solution met stringent security standards.
"A combination of features set Bomgar apart from the rest in the playing field," said Bob Gooding, VP service desk operations at CoSentry. "Ease of use, setup, capability to host internally, security and flexibility were all key drivers in our decision to purchase Bomgar."
CoSentry's support team handles a wide variety of support issues from both their customers and employees. "We currently provide both hardware and software support for a multitude of devices including PCs, Macs, laptops, servers, point-of-sale (POS) systems, smartphones and tablets. Since we are providing support services to both internal and external customers, it is important to have a solution that can provide reliable support across a wide variety of systems."
Bomgar fulfills that need by enabling CoSentry to securely support nearly any system or device, whether it's on or off their network, from one, consolidated solution. Bomgar works with all of the major computing and mobile platforms, including Windows, Mac, Linux, iOS, Android, BlackBerry and more. Due to Bomgar's appliance-based design, session data and system access is kept behind CoSentry's own firewall and security measures, ensuring they meet both their internal and customers' strict security requirements.
"Supporting a wide array of devices across locations is a common challenge for technology support organizations," said Nathan McNeill, co-founder and chief strategy officer of Bomgar. "Because they can't be experts on every single type of device and platform, giving support technicians the ability to see and control the device as if they're standing in front of it is extremely helpful. And enabling them to do this in a reliable and secure way is invaluable."
Looking ahead, CoSentry is planning to leverage Bomgar to provide additional support to its customers. "Our customers are looking to us more and more to augment their IT staff for remote support," added Gooding. "Having the Bomgar solution provides us with significantly more flexibility than the other solutions we reviewed."
CoSentry (cosentry.com) serves as a one source provider of data center, cloud computing and managed technical services. For more than 10 years, CoSentry has been helping clients create and protect PCI certified and NIST compliant technology platforms to compete in today's always on business environment. Business leaders depend on CoSentry's world-class capabilities including collocation, virtual server and storage platforms, high-capacity internet and technical help desk services to keep their businesses running - no matter what. CoSentry has facilities in Kansas City, Mo., and Sioux Falls, S.D., Papillion, Neb., and Omaha.
Bomgar (bomgar.com) provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company's appliance-based products help organizations 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 6,500 organizations 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 and London. You can find Bomgar on the web at bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.