JACKSON, Miss.--(secure remote support solutions, announced today that Carestream Dental is using Bomgar to provide remote technical support to thousands of customers throughout North America. With more than 100 years of industry experience, Carestream Dental develops and supports practice management software and digital radiography equipment for oral health professionals.)--Bomgar, a leading provider of
“We knew we needed something more reliable and easy-to-use, both for our technicians and our clients. Bomgar was the only solution that effectively replaced first generation remote support tools with capabilities that enable support representatives to easily diagnose, control and fix remote attended and unattended computers and mobile devices.”
Carestream’s solutions manage every point in a patient’s visit, from appointment scheduling and check-in, to medical charting, producing chair side treatment cards, and office activity reporting and insurance claims. Serving more than 20,000 practices in the United States and Canada—including dentists, orthodontists and oral surgeons—the company employs approximately 250 support representatives to provide remote technical support and training for its clients.
A long standing Bomgar customer, Carestream adopted the solution in 2005 when the company was in need of a remote support solution to leverage the changing technology as it transitioned from dial-up modem connections to broadband. “Prior to Bomgar, we used pcAnywhere and we spent about as much time troubleshooting our connection issues with the modems as we did providing remote support to our clients,” said David Chism, technical solutions manager for Carestream Dental. “We knew we needed something more reliable and easy-to-use, both for our technicians and our clients. Bomgar was the only solution that effectively replaced first generation remote support tools with capabilities that enable support representatives to easily diagnose, control and fix remote attended and unattended computers and mobile devices.”
After Carestream implemented Bomgar, the difficulties its technicians experienced establishing remote connections with customers became obsolete. Over the years, the Bomgar solution has become an integral part of the service Carestream Dental provides its customers. The company uses Bomgar to support a wide variety of issues, from software problems and updates to ‘how-to’ training for clients.
“Whether it’s a software problem, a training issue or billing exceptions that won’t let a practice close out its day, we can get a large number of calls for help. Bomgar makes it possible for us to handle that call volume effectively by giving our representatives the ability to run multiple support sessions at once and easily escalate or collaboratively share sessions.”
Chism notes the benefits of the Bomgar solution from a management perspective as well. “The ability to monitor our technicians’ desktops and the remote sessions taking place using Bomgar’s recording features allows us to audit what happened on a call after the fact. We are also able to monitor day-to-day activity as it is taking place for quality and to know which support representatives are engaged with clients and which are available.”
Nathan McNeill, co-founder and chief strategy officer of Bomgar, says providing remote support is more than just having a reliable connection to the end user’s machine. “What’s great about Bomgar is it allows the support technician to establish a relationship with those they support. For instance, being able to see and control the screen of the end user provides invaluable insight to the support technician, allowing them to fully understand the issue in order to resolve it more efficiently. Additionally, having a detailed record of what goes on during each session allows management to see the big picture into day-to-day customer and employee activity.”
Overall, Bomgar has helped Carestream Dental differentiate its business by developing a reputation for exceptional customer service. “We are in a very competitive marketplace with our product,” said Chism. “One of the best-selling points for us is our ability to deliver the highest quality customer service to the oral health practices we serve.”
For a full case study about Carestream Dental’s use of Bomgar, please visit: http://www.bomgar.com/customers/.
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google±.