NowNerd and NerdDeck: Remote Support Capabilities to Build a Business On
Company Size
11-200
Region
- America
Country
- United States
Product
- NerdDeck
- Bomgar
Tech Stack
- Remote Support Software
- IT Support Dashboard
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Cybersecurity & Privacy - Cloud Security
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Cybersecurity
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
NowNerd is an IT technical support provider based in Beaverton, Oregon. The company offers its services to consumers and businesses of all sizes. Initially, NowNerd only provided on-site support for organizations. However, the company's business model changed dramatically when it contracted with a national retailer to provide remote support. To enhance its service offering, NowNerd developed a proprietary support dashboard, NerdDeck, which it markets to existing and prospective clients as a white label remote support interface that can be branded for each individual client. NerdDeck is also the name of a new company started by NowNerd to provide clients with a fully branded support experience.
The Challenge
NowNerd, an IT technical support provider, faced challenges when it contracted with a national retailer to provide remote support. The company experienced difficulties with its existing system and decided to develop a proprietary support dashboard, NerdDeck, to offer a white label remote support interface that could be branded for each individual client. The company needed a reliable, user-friendly, and secure platform for remote support that could handle retail transactions. After months of testing and evaluating different solutions, Bomgar emerged as the clear choice.
The Solution
NowNerd chose Bomgar as its solution for remote support after thoroughly testing its reliability, ease of use, and security level. The company's technicians, who provide remote support for common applications and troubleshoot issues with email, WiFi, and printer sharing, appreciate Bomgar's script feature. This feature allows technicians to run preprogrammed sets of commands on a user's device, improving efficiency, reducing the potential for errors, and providing a complete, recorded audit trail. Bomgar also offers robust security features, including full visibility over sessions for supervisors, user control over remote access, and no residual software left on the user's computer after a session. These features help build trust between the user and technician and ensure data security.
Operational Impact
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