Bomgar integration helps HEAT Software customers increase service rep efficiency and gain a more complete view of IT remote support performance.
Milpitas, Calif. – 3 November 2015 –HEAT Software, a leading provider of Hybrid Service Management (HSM) and Unified Endpoint Management (UEM) software solutions for organizations of all sizes, today announced a new partnership with Bomgar, a leader in secure remote support and access management solutions. Together the companies will collaborate to help organizations improve service levels while adding secure, multi-platform remote support and chat capabilities.
The integration, which is available today from Bomgar, will enable HEAT® Service Management users to increase their help desk capacity and service rep efficiency, automate and strengthen the support session audit trail, and gain a more complete view of IT remote support performance. For example, service reps can launch a secure remote support session directly from a help desk ticket and immediately begin diagnosing and resolving a problem using Bomgar’s secure remote session and chat function. Benefits include better first call resolution rates, shortened call times, and the reduction of on-site visits.
Additionally, Bomgar’s tight integration with HEAT Software eliminates the need for service reps to manually enter support session notes into an incident. This can help reduce errors and increase efficiency of both the incident and the change management process. With this integration, customer surveys are automatically generated at the end of the session and sent back to the ticketing system to close out an issue. This in-depth integration populates the ticketing system with complete, accurate and secure session data for strong audit capabilities.
“As our business continues to grow, it critical to partner with leading vendors like Bomgar that have valuable supporting tools for service management, including chat support,” said Mercedes Ellison, Senior Vice President of Alliances and Channels at HEAT Software. “Our integration with Bomgar now gives HEAT Software’s customers a complete, streamlined, remote support solution.”
“Chat support can cost anywhere from 30 percent to 50 percent less per incident than phone support or onsite visits,” said Russ Duffey, VP of Business Development and Strategic Alliances at Bomgar. “Additionally, chat integrated with a remote support solution allows reps to easily escalate from a chat support session to a remote control session, further improving resolution times and increasing productivity. We are thrilled to partner with HEAT Software and add value to its service management software by creating a seamless, closed-loop process for opening, servicing and closing a session—including capturing end customer feedback.”
HEAT is a registered trademark of HEAT Software or its affiliates in other countries. All other brand and product names are trademarks or registered trademarks of their respective holders.
Bomgar connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 9,500 organizations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Visit Bomgar at www.bomgar.com, or on Facebook, Twitter, LinkedIn, and Google+.
About HEAT Software
HEAT Software is a leading provider of Hybrid Service Management and Unified Endpoint Management software solutions for organizations of all sizes. With its suite of applications, HEAT Software is the only company in the world that provides, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for thousands of leading organizations across IT, HR, Facilities, Finance, Customer Service and other enterprise functions. Its customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity.
Finn Partners for HEAT Software