5 Best Practices for Remote Support HP Service Management Ed Ammendola Desktop Mgmt Services Northwestern Mutual Craig Weinstock VP of Enterprise & Alliances Marketing Bomgar Confidential - Do Not Distribute

Best Practice “ The most efficient and effective way of accomplishing a task, based on repeatable procedures that have proven themselves over time for a large numbers of people.” Bomgar Confidential - Do Not Distribute

Best Practices Impact Increase Staff Productivity 20-30% Improve 1st Call Resolution 35-45% Reduce Incident Handling 25-50% Reduce Call Escalation 10-30% Improve Customer Sat 10+% Bomgar Confidential - Do Not Distribute

Bomgar & HP Service Management Remote Support, Chat & Surveys Support Rep HP Service Manager Attended System Unattended Systems Bomgar Confidential - Do Not Distribute

Bomgar Remote Control Customer Experience with the product Ed Ammendola edammendola@northwesternmutual.com

Agenda Company overview Team overview Helpdesk overview Selection of Bomgar Future functionality

Northwestern Mutual Largest direct provider of life insurance America’s “Most Admired” company by Fortune magazine 25 years straight* Headquarters in Milwaukee, WI 350 offices throughout the country *Category - Insurance: Life and Health

Our team Desktop Systems Management 24,000 endpoints 8,000 in our home office 16,000 nationwide, sales force 3,000 PDA devices

Help Desk Overview Two primary help desks Home Office & Field Financial Representatives and staff 13,000 individuals Over 16,000 PCs Standard configurations Additional software can be installed due to FRs owning PCs Support Applications 36 Categories 294 subcategories We have 48 Escalation Teams

Field Help Desk Statistics - 2008 Total Tickets 211,564 Tickets/Supported PCs 1.1 per month Staff Size 49 73% of tickets are closed on first touch 87% of all tickets are closed same day

Field Help Desk Statistics cont. Response Time – Goal – 80% within 2 minutes Currently at 75% Average Hold Time: 1.5 minutes Call Length: 11 minutes 760 calls per day - Average 20 Live calls/day/Technician 16 closed tickets/day/Technician Hours: 6:00 am – 6:00 pm CST/CDT Monday through Friday

Why we chose Bomgar Windows Vista/7 Rollout Critical Differences Analysis Key Differentiators Kept project on-track Under budget Ahead of schedule Additional features & functionality

Bomgar Functionality

Bomgar Button Deployment of button to all workstations and smartphones. Replacing a shortcut to the portal. Avoid the “download and run” Reduce the time to start a session. Windows 7 standard-user. Auto-elevate to administrator. Avoid prompts.

Chat functionality Consumerization Reduce MTTR’s via more efficient support staff

iWave adaptor Integrate Bomgar with our Service Management suite. Have one single repository. Automation on starting a session.

Thank you! Ed Ammendola edammendola@northwesternmutual.com Tom Cook tomcook@northwesternmutual.com

Customer Demands Mobility Security Multiple Devices Anywhere, Anytime Security No Data Loss & Compliance Service Desk Multiple Devices Any Device Improve Efficiency & Satisfaction No Add’l Staff Bomgar Confidential - Do Not Distribute

Best Practice - Any Device, Anywhere, Anytime “Oooo…Shiny. It would look good on my mahogany desk” “I Saw It In the Window… And thought it was lighter than my current laptop…” “It Helps Me Book Sales!” Bomgar Confidential - Do Not Distribute

One Screen, Any Device The Bomgar allows you to access and control any device from one screen. You are able to use all of the same tools across all of the OS’s and devices that we support

Best Practice: Secure Chat - The Old Way - 1:1 Communication Limited Visibility Expensive Quality Monitoring Inefficient for the technician and the customer 60 - 70% Utilization Rates

Multi-Tasking Two Chats Work Better Than Two Calls Bomgar Confidential - Do Not Distribute

Secure Chat - The New Way - ~100% Utilization Rates 1:4 / Many Communication Complete Visibility Easy Quality Monitoring Technician & customer happier ~100% Utilization Rates

Click to Chat Faster response No language barriers Handle 2-4 incidents simultaneously Canned scripts & instructions All Communication and interaction is logged Runs in a Browser (Flash-Based) Bomgar Confidential - Do Not Distribute

Success Story: Leading OS & Identity Company 90% of our Service Requests are initiated via the Web “Customers prefer Chat support to phone support in most cases” Customer Satisfaction: 80% rate Web Support a “5/5” Average customer satisfaction rating increased 10% “Nothing seems to matter as much as quick response for customer satisfaction” Productivity improved 25-30% and Utilization ~ 100% “Nice not having to waste time – very efficient system, with support agent able to quickly review previous communications so I don’t have to repeat steps.”

Technician or Issue Based Submission Best Practice : Support Portals Technician or Issue Based Submission

Best Practice : Support Portals

Custom Support Portal Bomgar Confidential - Do Not Distribute

Best Practices - Security “IT administrators were responsible for more data compromises than any other insider role [50%]. The privileges entrusted to this group provide them a much larger opportunity to abuse corporate information systems.” - 2008 Verizon Data Breach Report P13

Security 42% 2008 Data Breach Investigations Report – Verizon Business Risk Team Web Apps Web-Facing Systems Wireless Networks Physical Access 34% 24% 9% 21% Remote Access & Control

“PC remote control tools are doorways to your organization’s network, and their use must be treated with caution.” ─ Gartner: April 2009 – PC Remote Control Security: Risks & Recommendations Recommendations: Block forbidden PC remote control tools from using group policy objects or application controls . . . Build a list of unsupported remote control tools and add them to your scans for inventory, vulnerability & intrusion. . . ─ Gartner: April 2009 – PC Remote Control Security: Risks and Recommendations Bomgar Confidential - Do Not Distribute

Security 32 Audit Trail Encrypted & Recorded Sessions 3rd Party Tested Automated record of every session Chat transcripts & File Transfer Details System info & IP information Encrypted & Recorded Sessions 256-bit AES Encryption of sessions & logs Flash videos of support sessions Know who controlled mouse/keyboard Deliver videos to customer 3rd Party Tested “Designed with security best practices in mind” Hardened, On-Site Appliance Keep all data on site Integrate with user directories Multi-factor Authentication Apply Permissions to groups Create groups from directories [LDAP, AD] Permissions Allow control or view only File transfer restrictions Application-level access 32

Success Story Global Standard for CSC Supporting 5,000 Reps Worldwide "When you’re dealing with government agencies or healthcare organizations, security, logging and auditability is paramount. We needed a tool that could provide both help desk efficiency and best-in-class security." “Clients previously unable to receive remote support due to privacy and security concerns can now connect with confidence.” Luc Poirier, Global Desktop Systems Management Engineering Manager | CSC Bomgar Confidential - Do Not Distribute

Best Practices: Rep & Mgmt Tools Rep Tools Efficiency Satisfaction Retention Management Tools Visibility Control Training

Technician Productivity Tools System Information & File Transfer View remote computer's system information & file transfer Reboot/Reconnect Reboot and auto reconnect Escalate Share/Transfer sessions between reps File Transfer Automate the transfer of files & updates Multi-Session Control Fix one system while another reboots Jump Technology Access unattended systems Presentation Present to up to 20 desktops Scripts Canned scripts to speed troubleshooting and problem resolution Bomgar Confidential - Do Not Distribute

Success Story Fast Facts 150 reps supporting over 1,700 clients Chose Bomgar™ for improved agent efficiency, ease of use, and security Achieved ROI in less than 6 months “Bomgar allows our agents to do multiple types of work at the same time…and increase their productivity.” Phil Demuth | VP of Internal Systems Bomgar Confidential - Do Not Distribute

Management Tools Teams Dashboard Reports Surveys Create groups & queues for routing requests Dashboard Quickly view the status of your reps; monitor reps’ desktop or takeover a session Reports Easily monitor and tract key KPI’s & customer satisfaction Surveys Customizable surveys to monitor and optimize rep & team performance Bomgar Confidential - Do Not Distribute

Success Story Fast Facts PlumChoice's service is delivered via 500+ home-based support agents Key Selection Drivers: ROI Scalability Security First time Fix “Our business model demands robust management features, control and auditing of our distributed work force.” “The value that Bomgar has delivered to PlumChoice has been increased productivity at the agent level and better gross margins.” Rich Surace | SVP Operations Bomgar Confidential - Do Not Distribute

BOMGAR – Enterprise Remote Support Over 5,400 Customers 100% Focused on Remote Support 10 Fastest Growing Companies in US Gartner Cool Vendor HP Service Manager & Service Center Bomgar Confidential - Do Not Distribute

Best Practices Impact Increase Staff Utilization to 20-30% Improve 1st Call Resolution 35-45% Reduce Incident Handling 25-50% Reduce Call Escalation 10-30% Improve Customer Sat 10+% Bomgar Confidential - Do Not Distribute

Let Us Prove the Value & Benefits Questions? Let Us Prove the Value & Benefits Try Bomgar for Free ! Craig Weinstock cweinstock@bomgar.com 612.743.6665