Bomgar is great and secure way to provide remote support to your customers.
December 02, 2014

Bomgar is great and secure way to provide remote support to your customers.

Nathan Wallace | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar

Bomgar is being used as our chat support platform for all of our University's faculty, staff, and students as well as a tool for providing remote support to this same group of people. We have integrated the remote support feature with our Cherwell Service Management tool which allows remote session data to be quickly and easily integrated with work tickets. Currently just our IT department is using the product, but we are looking to branch out to areas on campus that have vendor support for equipment and other technologies that rely on the vendor to have access to equipment and systems on the University network. Bomgar solves the business problems of security and integration. Because Bomgar is an appliance based tool, we are protected by our internal security structure and can be assured that the remote sessions are safe and because it so easily integrates with our support tool, it takes less time for updating work tickets and allows our technicians to keep working.
  • Security - as I mentioned previously, the appliance based tool really allows for the remote and chat sessions to be extremely secure. This is important at our University where we have specialized health related academic areas that deal with HIPAA related data.
  • Easily Customizeable (not really a word) - It is super easy to configure and set up the Bomgar appliance and portal. The easy-to-navigate web pages allow you to make custom changes per user or group and allows for customization of group policies and session policies. There a lot of options and features to really make the experience the way you want it.
  • Ease of Use - Bomgar is really easy to use and become familiar with. I have trained many technicians on how to use Bomgar and they all have commented on how simple it is to do a remote session. Even getting our end users to use the chat feature is super simple as well.
  • Tablet remote control sessions are somewhat limited to what you can do in a remote session. Understandably, some of this is due to the maker of the tablet, but having more control of these devices would be helpful.
  • More advanced reporting options would be helpful to really show the use of the product to higher ups who want to see utilization of a product.
  • Reduce the cost of licenses.
  • Better customer service
  • More calls closed on first contact
  • Less desk-side support calls
  • Increased staff efficiency
The products are similar in what they can and cannot do, but where Bomgar really takes the cake is in their security and jump technology. They really stand behind their security and it shows with many medical and governmental agencies using them for remote support. In fact, just recently Symantec announced the closing of the PC Anywhere product and recommended users use Bomgar for remote support.
  • Use of the product is continually growing with support technicians.
  • Support efficiency is increasing as well.
  • Closing more calls on first contact results in less time spent at customers desk which allows technicians to work on other things
  • Chat tool is becoming more and more used on campus
Is it safe to use in HIPAA or FERPA areas to protect data from being stolen? How many users can be remote controlled at once by a single representative? It is really nice when outside vendors can be added to a remote session to provide additional help with an application or hardware that they provide to the University.