BeyondTrust > Case Studies > Bomgar Enables World-class Service for Chili Security

Bomgar Enables World-class Service for Chili Security

Customer Company Size

SME

Region

Europe

Country

Denmark

Product

Bomgar Cloud for Remote Support

Tech Stack

TeamViewer
Active Directory

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Services

Cloud Planning, Design & Implementation Services

About The Customer

Chili Security is a Denmark-based company that provides technology support to private users and small businesses. Established in 2014 by CEO Martin Larsen, the company operates on a business-to-consumer subscription model, allowing customers to call for help with any IT problem. Today, Chili Security serves as the go-to technical helpline for more than 100,000 customers. The company supports hardware issues for computers, printers, routers, and other connected devices, as well as software issues with Microsoft Word, email, and Skype. Chili Security also offers help with virus protection for cyber security threats, online privacy protection, and computer hacking. Additionally, customers can take advantage of online cloud storage and file sharing.

The Challenge

Chili Security, a Denmark-based company providing technology support to private users and small businesses, was facing scalability issues with its existing remote support assistance tool, TeamViewer. The tool was slow and required manual processes, such as copying and pasting customers’ passwords and session IDs. Additionally, there were concerns with TeamViewer’s security measures. As the company was growing rapidly, it needed a solution that could scale with its expanding customer base and offer advanced features with a high-level focus on security.

The Solution

Chili Security chose Bomgar Cloud for Remote Support to improve the support experience, reduce infrastructure costs without capital outlay, and provide the needed scalability for growth. The biggest selling point when evaluating Bomgar was its ability to record every remote session and form a detailed audit trail. This capability provides material for session analysis and training to support Chili Security’s mission to deliver world-class service. Canned Scripts customization is another feature that sold the company on Bomgar, as it saves a tremendous amount of time when helping customers. With one click, Bomgar’s Canned Scripts automatically runs a pre-programmed script to solve common IT issues and executes the commands necessary to the customer’s computer to resolve the issue in just seconds.

Operational Impact

Bomgar's automated features make it possible for each technician to handle more jobs, reducing labor costs.
Bomgar's session recording feature enables the team of 33 support technicians to track team performance as well serve as a training resource for continually improving their service level.
Bomgar's Canned Scripts make it possible to pre-program routine sets of commands, such as those required to update antivirus software, and run them with a single click. Process time was reduced from up to 25 minutes to under 3 minutes.
File Transfer makes it possible to quickly load files on remote devices, and Screen Sharing allows support reps to collaborate on issues and perform training with a user during a live session.
Chili provides its customers with the Bomgar Button, so users can initiate a remote support session with just one click for even faster issue resolution.

Quantitative Benefit

Chili Security estimates that if it hadn’t made the switch to Bomgar, it would need four times the employees it has now to service its expanding customer base.