University Chooses Appliance-Based Remote Support Solution Over Leading SaaS Solution
公司规模
1,000+
地区
- America
国家
- United States
产品
- Bomgar
技术栈
- Remote Support 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
服务
- 系统集成
关于客户
Stephen F. Austin University is a public university located in Nacogdoches, Texas. It is one of four independent public universities in Texas. The university has one of the largest forestry programs in the United States and has several remote sites that require support. The university also has several departments that have their own support staff. The university was in the process of deploying a new ERP system and was looking for a remote support solution that could help users get support on a more global scale.
挑战
Stephen F. Austin University (SFASU) was in need of a remote support solution that could help users get support on a more global scale. Prior to this, the university had traditional phone and foot support operations, which included a walk-in and phone support center for students and phone support or student worker assistance for faculty and staff. However, these solutions were not sufficient for the university's needs. The university was also embarking on a major project to deploy a new ERP system and saw the value of using a remote support tool to support and train multiple departments. Furthermore, with one of the largest forestry programs in the United States, SFASU has several remote sites that require support. A remote support solution could end some challenges other IT staff had with supporting users at the distant research locations.
解决方案
SFASU evaluated two remote support vendors – LogMeIn and Bomgar. After a month’s evaluation, they decided to purchase the Bomgar solution for several reasons. Firstly, Bomgar offered a quicker ROI. Even though Bomgar was a more expensive product on the front-end, SFASU realized a return on investment by the second year they owned it. Secondly, SFASU liked that Bomgar was an on-site appliance. They felt that they couldn’t depend on the SaaS vendor, LogMeIn, because it was just “one fiber cut away from being cut off from the world.” Lastly, when reviewing the pricing structure, concurrent licensing was the ultimate deciding factor for SFAU in purchasing Bomgar. They found the named seat model LogMeIn offers to be too costly.
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