1. 5 Best Practices for Remote Support HP Service Management
Ed Ammendola
Desktop Mgmt Services
Northwestern Mutual
Craig Weinstock
VP of Enterprise & Alliances Marketing
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2. 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.”
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3. 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+%
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4. Bomgar & HP Service Management
Remote Support, Chat & Surveys
Support Rep
HP Service Manager
Attended System
Unattended Systems
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5. Bomgar Remote Control Customer Experience with the product
Ed Ammendola

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

7. 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

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

9. 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

10. 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

11. 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

12. 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

13. Bomgar Functionality

14. 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.

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

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

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

18. 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
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19. 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!”
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20. 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

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

22. Multi-Tasking Two Chats Work Better Than Two Calls
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23. Secure Chat - The New Way - ~100% Utilization Rates
1:4 / Many Communication
Complete Visibility
Easy Quality Monitoring
Technician & customer happier
~100%
Utilization Rates

24. 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)
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25. 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.”

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

27. Best Practice : Support Portals

28. Custom Support Portal
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29. 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.”
Verizon Data Breach Report P13

30. 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

31. “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
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32. 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

33. 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
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34. Best Practices: Rep & Mgmt Tools
Rep Tools
Efficiency
Satisfaction
Retention
Management Tools
Visibility
Control
Training

35. 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
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36. 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
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37. 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
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38. Success Story
Fast Facts
PlumChoice's service is delivered via 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
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39. 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
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40. 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+%
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41. Let Us Prove the Value & Benefits
Questions?
Let Us Prove the Value & Benefits
Try Bomgar for Free !
Craig Weinstock