Improving the End User Experience with Secure Remote Support
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar
Tech Stack
- Dell KACE
- Bomgar
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Services
- System Integration
About The Customer
Cresa is an international commercial real estate advisory firm that exclusively represents tenants. Headquartered in Boston, Massachusetts, Cresa offers a wide range of real estate services, including corporate services, strategic planning, transaction management, facilities management, workforce and location planning and lease administration. The company has more than 55 locations in North America and approximately 200 locations in 40 countries worldwide. Cresa's approximately 960 employees now have the ability to go to a web portal and click on any of the names of the available support reps to immediately start a session. Additionally, all of the company’s 55 servers in North America are pinned with Bomgar’s Jump Client technology, which allows the team of six service desk support reps to connect at anytime day or night to perform maintenance.
The Challenge
When Gene Glekel joined Cresa as National Director of Infrastructure, he wanted to improve security and the user experience throughout the company when it came to remote support. At that time, the company’s support representatives were using a cloud-based remote support tool. Glekel saw a number of disadvantages with this tool for both the support reps and the end users. The existing tool required installing a resident agent on the user’s machine before providing remote support. The support reps experienced difficulty managing the computer’s administrative rights to enable remote support. Establishing the remote support session required end users to perform a sequence of time-consuming tasks on their machine. Latency and instability in the connection were also frequent problems. Additionally, if a machine needed rebooting, the cumbersome process of working with the end user to establish a connection had to be performed all over again. Security was another concern. The resident agent used by the SaaS solution lacked adequate security because it was constantly in ‘listening mode’ and therefore vulnerable to brute force and social engineering attacks.
The Solution
After evaluating a number of remote support solutions, Glekel ultimately chose Bomgar. Bomgar combines ease of use for his technicians and end users with a high level of security built into the solution. Cresa’s approximately 960 employees now have the ability to go to a web portal and click on any of the names of the available support reps to immediately start a session. Additionally, all of the company’s 55 servers in North America are pinned with Bomgar’s Jump Client technology, which allows the team of six service desk support reps to connect at anytime day or night to perform maintenance. Moreover, with Bomgar the support reps can establish a reliable connection even when the link is slow and unstable and can continue a session after a reboot without involving the end user. Security is also improved with Bomgar. Having the Bomgar appliance securely within Cresa’s firewall significantly enhances security when compared to the previous cloud-based solution. Similarly, Bomgar’s SSL encryption of session data, integration with authentication directories, robust access control features and audit trail all play a role in ensuring the integrity of data on Cresa’s network.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
