Innovating with a Remote Support Solution to Match an IT Service Provider’s Unique Commitment to Quality Service
公司规模
11-200
地区
- Europe
国家
- United Kingdom
产品
- Bomgar
技术栈
- Remote Support Technology
- Service Desk Software
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 教育
- 金融与保险
用例
- 远程协作
- 远程控制
服务
- 系统集成
关于客户
Pure Technology is an IT support services provider headquartered in Leatherhead, Surrey, with offices throughout the United Kingdom. The company offers high-quality IT support services to a select set of businesses, with a concentration in the education and financial services sectors. Its clients include notable U.K. organizations such as H2O Asset Management, Future Capital Partners, and Prior’s Field School. The company was founded in 2002 by Managing Director Danny Long with the mission to provide unparalleled levels of service to its clientele.
挑战
Pure Technology, a UK-based IT support services provider, was looking for a way to enhance its customer support capabilities. The company's Managing Director, Danny Long, recognized that the evolving IT infrastructure environments were making remote IT support a possibility. However, the initial remote support solution Long evaluated did not provide the accountability he was looking for, as it did not allow for the review of past support sessions. He also had concerns about the reliability and security of several cloud-based remote support solutions on the market.
解决方案
Pure Technology chose Bomgar as its remote support solution. Bomgar's solution enabled support session review, which was a critical feature for Pure Technology. The company could record all sessions and audit them should a customer service question arise. Bomgar's flexibility also supported the different workflows that Pure Technology had for its education and financial services clients. In the education sector, Pure Technology could quickly access a student's machine or help a teacher in a classroom resolve a problem. In the financial services sector, Pure Technology could provide backup for in-house IT personnel and monitor the financial services environments in a unique way using Bomgar's recording capabilities.
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