Intility Provides Enhanced and Secure Remote Customer Support with Bomgar

  • Intility uses Bomgar to provide remote support to more than 15,000 users in approximately 500 companies that range from small and medium-sized businesses to international enterprises.
  • Bomgar has enhanced the productivity of Intility's technical support team through its chat and CRM integration capabilities.

JACKSON, Miss.--()--Bomgar, a leader in secure access solutions, today announced Intility is using its remote support solution to provide a secure, comprehensive approach to remote support for its next generation IT solutions. A Norwegian-based company, Intility provides a cloud-based IT platform that offers unlimited and scalable access to computer, storage, network and integrated app services, as well as 24/7 IT management services. The organization supports more than 15,000 customers in approximately 500 companies that range from small and medium-sized businesses to international enterprises.

Established in 2000, Intility has more than 250 employees. Its solutions and services represent a next generation alternative to traditional operating models in which companies establish and manage dedicated IT platforms on their own or with external suppliers. Prior to Bomgar, the support team was using a variety of tools, including TeamViewer and Radmin, to provide remote support, but a review of the effectiveness of the company’s remote support capabilities led it to search for a more robust solution.

"Our review found that our remote support tools could not always establish reliable connections over the Internet or had latency as well as compatibility issues when it came to the Windows and OS X solutions we needed to support," said Eirik Grue, systems engineer for Intility. "Keeping our platform secure and trouble-free for our clients is our top priority and an essential part of our business model. We determined that we needed to upgrade our remote support capabilities to continue to deliver on that priority." After an evaluation of potential popular remote support solutions, Intility's technical team found that only Bomgar delivered the security capabilities and range of features required to meet the company's goals.

As with any IT services provider, security was an important consideration in the decision. "We work closely with the IT departments in our client organizations so we know that the security of their data is a primary concern," said Robin Jorgensen, senior technician for Intility. "Bomgar resides safely inside our virtual network, and its encryption technologies exceed our compliance standards, so we know we’re securely supporting our user base."

Bomgar has greatly enhanced the productivity of Intility's technical support team. "Our technicians are no longer bogged down trying to establish connections with user devices. Bomgar makes that process seamless for the technician and the user, even if the user is behind a firewall that we don't control," added Jorgensen. Moreover, Bomgar's chat features have dramatically changed how Intility handles support requests, helping users initiate sessions and get assistance much more quickly. Chat also improves collaboration among Intility's team, enabling representatives to engage with each other as well as distribute sessions within the team to match incoming support requests with the best qualified resources in a timely and cost-effective manner.

Intility has also integrated Bomgar with its CRM system, which allows the organization to track detailed information about its clients’ sessions and the tasks performed to solve issues. Bomgar's recording feature enables the management team to review sessions to validate activity and identify new ways to solve recurrent issues and improve training.

Overall, Jorgensen sees Bomgar as integral to Intility's greater mission. "We are striving every day to provide the highest quality support to our client base by making all of our processes as lean and automated as possible. Implementing Bomgar has been an important step in continuing to deliver on that goal. Organizations looking to provide this level of service to their customers should definitely take a close look at Bomgar."

For a full case study about Intility’s use of Bomgar, please visit: www.bomgar.com/customers.

About Bomgar

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 10,000 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+.

Contacts

Bomgar Corporation
Elizabeth Hulsey, 770-407-1812
Public Relations Specialist
ehulsey@bomgar.com

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Contacts

Bomgar Corporation
Elizabeth Hulsey, 770-407-1812
Public Relations Specialist
ehulsey@bomgar.com