• BankTEL supports more than 1,000 clients throughout the United States and multiple international locations.
• After using WebEx and evaluating GoToAssist and LogMeIn, BankTEL chose Bomgar based on functionality, features and overall cost.
BankTEL Systems is a premier provider of financial accounting and cash management software applications for financial institutions. With more than 1,000 clients throughout the United States and multiple international locations, BankTEL has a number of offerings that help financial institutions cut costs, increase deposits, and automate their internal processes.
BankTEL previously used WebEx to perform remote tech support for approximately nine years. With WebEx, the company's seven support representatives found that customer end-users often had difficulty following instructions and performing the tasks necessary on their machine to enable a remote support session. "We were finding that connecting to a user's computer often took five to fifteen minutes if a client wasn’t very computer savvy, because they had trouble executing the required series of tasks," said Bonnie Baker, director, information technology for BankTEL. "Sometimes the issue could be resolved in one or two minutes once connected, so spending fifteen minutes just to get connected wasn't acceptable.”
Additionally, the support team frequently had difficulty maintaining remote connections to customer servers. When the company's contract with WebEx came up for renewal, Baker and other members of BankTEL's executive team began evaluating alternative solutions, including LogMeIn, Citrix GoToAssist and Bomgar. The solutions were compared based on functionality, features and overall cost. After a trial of each solution, Bomgar's ease-of-use and Jump Client technology, which allows support techs to quickly connect to end systems, set it apart from the other tools.
"Bomgar was much more intuitive to use than the other solutions we evaluated," said Baker. "And I immediately saw the value of the Jump Client feature, which allows our support team to quickly and reliably take control of an employee's machine to fix an issue or perform maintenance. It is clearly a tool designed for remote support, unlike WebEx, which is a meeting solution that doubles as a remote support tool. Bomgar makes the support process easier for our customers, which was our primary goal."
Another feature that set Bomgar apart is its appliance-based architecture. "We are a solutions provider for financial institutions, so security is an important consideration. Having the Bomgar appliance within our firewall, rather than using a cloud-based remote support solution, enhances our security and also protects against the introduction of viruses."
In a typical month, BankTEL's remote support staff handle approximately 2,200 support calls. In addition to supporting its software on servers at customer locations, the IT staff supports employee devices, including PCs, laptops, tablets and VoIP phones. "Since implementing Bomgar, we've seen a six percent increase in calls that are resolved in ten minutes or less, which is great since it often took ten or more minutes previously just to establish the connection," said Baker.
Overall, Baker sees Bomgar as an important complement to the company's software products. "Providing outstanding support to our customers after we install our software is one of our main focuses. Bomgar is a great fit for us because it gives our support reps the tools they need to quickly help our customers in whatever capacity they need assistance. That is vital to our customer experience and our company's reputation."
Bomgar (bomgar.com) is the leader in enterprise 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 8,000 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, London and Singapore.