Delivering Online Support with a Tangible Difference
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Bomgar 11.1
Tech Stack
- Bomgar
- CRM system
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Cost Savings
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Software
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
- Training
About The Customer
Carbonite is a company that was founded in 2005 with the mission to provide an online back-up and restore service that is simple and affordable. The company has its corporate headquarters in Boston, a customer support center in Maine, and multiple data centers. Carbonite backs up more than 200 million new files for customers every day using advanced technology that ensures each backup happens quickly, safely, and without incident. The company's customers range from businesses to families to students. Carbonite offers these customers multiple avenues for on-demand computer support, including 24-hour live chat and an email support team ready to resolve problems as soon as they occur.
The Challenge
Carbonite, an online backup and restore service provider, was already using Bomgar’s hosted solution for remote support. However, the company wanted to expand its use of Bomgar to take advantage of additional features such as collaboration functionality, recording features, and analytic capabilities for viewing key support metrics. The company had two specific business objectives: to monitor customer support interactions to recognize where additional training gaps existed, and to observe customer satisfaction levels during interactions with customer support agents. The company also wanted to fully integrate the solution into their CRM system and reduce their licensing costs.
The Solution
Carbonite expanded its use of Bomgar to take advantage of its collaboration functionality, recording features, and analytic capabilities for viewing key support metrics. The company installed Bomgar’s newly released Bomgar 11.1 to increase technician productivity and extend support to mobile devices. Bomgar’s escalation chat feature enhances issue resolution by allowing Carbonite to ask questions or get information they couldn’t have gotten otherwise. The company also benefited from Bomgar’s escalation dashboard that provides a comprehensive view of their support teams’ activities and enables them to monitor and take over or transfer sessions when necessary. On the proactive side of the company’s support, Bomgar makes it possible for Carbonite to include remote session links in email notices to customers.
Operational Impact
Quantitative Benefit
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