Item: BeyondTrust Remote Support
Rating: 10
Author: Scott Pepi

Overall Satisfaction with Bomgar Remote Support Software

Use Cases and Deployment Scope

We are using Bomgar in the IT department to support 200 internal as well as 200 external sales people. We are able to support the end user computers, and we support the sales computers and their Samsung Smart phones.

Pros and Cons

Pros

The ease of use for the Rep console
The ease of explaining to a non computer savvy person how to connect
Remote control of all devices we support - Samsung Phones, Windows Platform, and MAC computers. We do not support iPads, as we are unable to remote control them if needed.
We are using PAM for our vendors now

Cons

I would like to see file transfer between sessions, rather than copying to my local machine and then to the remote host.

Return on Investment

Better customer service is no doubt in my mind
Efficiency to all my reps
Access to all my servers from one spot, where ever I am

Alternatives Considered

I have used PC Anywhere, which is the worst solution in my mind. I would rather use VNC if Bomgar wasnt available to me. I have used Join.me, and GoToMeeting, but my preference is BOMGAR

Other Software Used

RealVNC, GoToMeeting, Join.me

Likelihood to Recommend

It is great for assisting non savvy computer users. It's easy to use.

BeyondTrust Remote Support Feature Ratings

Using Bomgar Remote Support Software

Users and Roles

9 - Helpdesk and Server support is what we use Bomgar for. It has proven itself time after time that this was the right choice for remote support

Support Headcount Required

4 - We have level 1-3 tier support. Bomgar is so easy to use, we have some non IT people using it to connect to their work desktops remotely sometimes

Business Processes Supported

Remote Samsung phone support
Remote Server Support
Remote Desktop support

Innovative Uses

I have upgraded desktops to Windows 10 via Bomgar
I also have been using Bomgar rep console to manage my PAM evaluations

Future Planned Uses

PAM is in the future of our company so our vendors can access specific systems without using up a rep license

Likelihood to Renew

It's easy....I can't stress enough how easy it is to use. I used it at a previous employer, and had to have it here, where to this day, my boss tells me it was the best money spent.

Evaluating Bomgar Remote Support Software and Competitors

Products Replaced

No - The day I started, I got my manager on board with Bomgar. We have used it for over 6 years

Key Differentiators

Product Features
Product Usability
Prior Experience with the Product

I had prior exposure to Bomgar from another company, and thought it was the best choice for us

Evaluation Lessons Learned

I dont think I would change anything. Using Bomgar has been great. We are in the evaluation mode for PAM

Bomgar Remote Support Software Support

Support Rating

Bomgar engineers know their stuff. They are always there to help when I need help

BeyondTrust Remote Support Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No - It has never been an need and I dont think they offer it. I think all of Bomgars customers are getting premium support

Bug Resolution

Exceptional Examples of BeyondTrust Remote Support Support

Lat month, I updated to the latest version. Once updated, I tried logging in, and I couldnt. I opened a ticket, and within an hours time, the developers were able to pin point a bug and get me up and running.