Shaw Industries Teams with Bomgar to Bolster Global Tech Support [Manufacturing Close - Up]

(Manufacturing Close - Up Via Acquire Media NewsEdge) Bomgar, a provider of secure remote support solutions, announced that Shaw Industries, Inc. is using the Bomgar remote support solution to provide enhanced and efficient technology support to its global user base.

Founded as a small business that dyed tufted scatter rugs, Shaw has grown to become a carpet manufacturer and a full-service flooring provider with more than four billion in annual sales and approximately 24,000 associates. The company manufactures and distributes carpeting, area rugs, hardwood, laminate, resilient and tile and stone for residential and commercial applications worldwide.

According to a release, Shaw service desk representatives provide IT support to employees throughout the organization, including those working in sales offices located around the globe, regional distribution centers, administrative and manufacturing facilities. Prior to implementing Bomgar, these support reps used several different remote support solutions to troubleshoot issues users had with their manufacturing terminals, computers, smartphones and tablets.

Stacey Nicholson, help desk manager for Shaw, recognized that using multiple support solutions resulted in significant limitations including lack of security, high licensing costs, and difficult interfaces for the support reps to navigate. In 2011, Shaw acquired a company that was using Bomgar, and Nicholson saw an opportunity to overcome the limitations inherent in Shaw's current remote support tools.

"The Bomgar solution addressed the concerns I had with our previous remote support solutions," Nicholson said. "For one, Bomgar offered a concurrent licensing model based on simultaneous rep usage, while other solutions linked individual reps to a unique or 'named seat' license. With concurrent licensing, we only need licenses for the reps that are logged into the Bomgar Representative Console simultaneously, which results in a significant savings on licensing costs." In addition, the companies noted: Bomgar also addressed Nicholson's security concerns. "We evaluated several other products before choosing Bomgar. Unlike cloud-based solutions, Bomgar is an appliance that we deploy within our network, giving us in-house, centralized control over all remote support activity. We didn't have that control with the cloud-based remote access tools that route sensitive remote support logs and screen-sharing recordings through their own servers." Shaw is also benefitting from Bomgar's pre-built integration with ServiceNow, the IT service management (ITSM) platform used by Shaw. The integration allows reps to launch secure remote support sessions directly from the ServiceNow incident record, so they can immediately begin remotely resolving issues. Once a session is initiated, reps can chat with the end-user and elevate the session to full screen sharing and remote keyboard and mouse control, enabling them to diagnose and fix end-user issues. Upon conclusion of the Bomgar session, key information from the session, including chat scripts and actions taken, are fed back into the ticket, greatly improving tracking and auditing.

"Organizations, such as Shaw, that are responsible for providing technology support around the world can greatly benefit from the Bomgar solution," said Nathan McNeill, co-founder and chief strategy officer, Bomgar. "Being able to quickly resolve issues regardless of place, time, device and operating system brings down the barriers of traditional tech support. You can increase the productivity levels of both IT and end-users, while decreasing costs, creating a win- win scenario for all involved." In Bomgar, Nicholson found a remote support solution to meet the global organization's needs. "Our work would be much harder without Bomgar. I would highly recommend Bomgar to any company. In one remote support solution, we have everything we need to meet our goals of enhancing our user experience, reducing costs while achieving higher levels of security and efficiency." More information: http://www.bomgar.com/customers/ http://www.bomgar.com ((Comments on this story may be sent to newsdesk@closeupmedia.com)) (c) 2013 ProQuest Information and Learning Company; All Rights Reserved.

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