BeyondTrust > 实例探究 > Remote Support That Helps Deliver An Exceptional Customer Experience

Remote Support That Helps Deliver An Exceptional Customer Experience

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公司规模
1,000+
地区
  • America
国家
  • Canada
  • United States
产品
  • Bomgar Remote Support
技术栈
  • 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
适用行业
  • 医疗保健和医院
服务
  • 系统集成
  • 培训
关于客户
Carestream Dental is a company that develops and supports practice management software and digital radiography equipment for oral health professionals. The company's solutions manage every point in a patient's visit, from appointment scheduling and check-in, to medical charting, producing chair side treatment cards, office activity reporting, and insurance claims. Serving more than 20,000 practices in the United States and Canada—including dentists, orthodontists, and oral surgeons—the company employs approximately 250 support representatives to provide remote technical support and training for its clients.
挑战
Carestream Dental, a company that develops and supports practice management software and digital radiography equipment for oral health professionals, was facing challenges with its remote support system. The company was using pcAnywhere, but the system was unreliable and difficult to use, causing issues with connection and hindering the provision of remote support to clients. The company needed a more reliable and user-friendly solution that could replace the first-generation remote support tools and enable support representatives to easily diagnose, control, and fix remote attended and unattended computers and mobile devices.
解决方案
Carestream Dental implemented Bomgar, a remote support solution, to overcome the challenges it was facing with its previous system. Bomgar made it easy for Carestream Dental to establish remote connections with customers, improving the customer experience. The company uses Bomgar to support a wide variety of issues, from software problems and updates to 'how-to' training for clients. Bomgar's revolutionary Jump Technology allows technicians to remotely access and control unattended systems, enabling them to work on the device after hours or easily escalate a support issue to another technician. The solution also provides recording features that allow the company to audit what happened on a call after the fact and monitor day-to-day activity.
运营影响
  • Bomgar has become an integral part of the service Carestream Dental provides its customers.
  • The solution has made it possible for the company to handle large call volumes effectively by giving representatives the ability to run multiple support sessions at once and easily escalate or collaboratively share sessions.
  • The company is utilizing Bomgar’s revolutionary Jump Technology to remotely access and control unattended systems.
  • Bomgar’s recording features allow the company to audit what happened on a call after the fact and monitor day-to-day activity.
数量效益
  • Increased first call resolution rate by 12%.
  • Reduced cost-per-closed call by 20 cents, delivering yearly savings of $70–$80,000.
  • Increased the company’s Net Promoter Score by more than 10 percentage points.

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