Advanced Capabilities Enhance Remote Support for a Global Organization
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar
- ServiceNow
Tech Stack
- IT service management (ITSM) platform
- Remote Support Software
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Shaw Industries, Inc. is the world’s largest carpet manufacturer and a full-service flooring provider with more than $4 billion in annual sales and approximately 24,000 associates. Founded in 1946 as a small business that dyed tufted scatter rugs, the company has grown significantly over the years. Headquartered in Dalton, Georgia, Shaw Industries manufactures and distributes carpeting, area rugs, hardwood, laminate, resilient and tile and stone for residential and commercial applications worldwide. The company's service desk representatives provide IT support to employees throughout the organization, including those working in sales offices located around the globe, regional distribution centers, administrative and manufacturing facilities.
The Challenge
Shaw Industries, a global flooring provider, was facing challenges with its IT support system. The company was using multiple remote support solutions to troubleshoot issues users had with their manufacturing terminals, computers, smartphones, and tablets. This resulted in significant limitations, including a lack of security, difficult navigation, and high costs. The company desired to consolidate the number of software tools and licenses in use to enhance the user experience, reduce costs, and increase security. Additionally, the company wanted a solution that could assist users even if they could not connect to Shaw’s virtual private network.
The Solution
Shaw Industries implemented Bomgar, a remote support solution that addressed all of the concerns that the company had with its previous remote support solutions. Bomgar offered a concurrent licensing model based on simultaneous representative usage, which resulted in significant savings on licensing costs. The solution also enabled support reps to assist users even if they could not connect to Shaw’s virtual private network. Shaw also benefited from Bomgar’s pre-built integration with ServiceNow, the IT service management (ITSM) platform used by Shaw. This integration allowed support representatives to launch secure remote support sessions directly from the ServiceNow incident record, improving tracking and auditing.
Operational Impact
Quantitative Benefit
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