Streamline Support and Improve Performance with Bomgar Remote Support Integration
Integrating Bomgar with the Cherwell Service Management platform gives you a complete, streamlined remote support solution—improving service levels, centralizing support processes, and strengthening compliance. Bomgar includes secure remote support and chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.
The Bomgar integration with Cherwell Service Management allows a support technician to launch a secure remote support session directly from an incident record to immediately begin remotely diagnosing and resolving issues–increasing first call resolution rates, shortening call handling times and eliminating site visits. Bomgar’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers, point-of-sale (POS) systems, kiosks and mobile devices across operating systems.
The integrated solution provides the following capabilities:
- Technician-initiated remote support session launched directly from any Cherwell Service Management module
- Single-click, end-user initiated chat/remote support session via the Cherwell Service Management self-service portal or rich client
- Incoming Bomgar support requests are automatically routed to the least busy technician (Enterprise license only)
- Easy technician access to the associated service desk record
- Automatic updates of Cherwell Service Management incidents with details from each Bomgar remote support session Bomgar post-session survey results automatically included in updated incident details
- Advanced logging and recording capabilities for a complete record of the support transaction
CURRENT CHERWELL SERVICE MANAGEMENT CUSTOMERS ARE ENTITLED TO A FREE BOMGAR VIRTUALAPPLIANCE, PLUS TWO FREE LICENSES. VISITWWW.BOMGAR.COM/CSMPROMO TO CLAIM YOUR FREE BOMGAR OFFER.