Advanced Capabilities Enhance Remote Support for a Global Organization
公司规模
1,000+
地区
- America
国家
- United States
产品
- Bomgar
- ServiceNow
技术栈
- IT service management (ITSM) platform
- Remote Support Software
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 应用基础设施与中间件 - 数据交换与集成
用例
- 远程资产管理
- 远程协作
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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