|By Business Wire||
|December 19, 2013 06:00 AM EST||
Bomgar, the leader in enterprise remote support solutions, today announced that the Michigan State Council Knights of Columbus is using its solution to support a large statewide membership and network. A fraternal organization affiliated with the Roman Catholic Church, the Michigan State Council has approximately 70,000 members located throughout the state. The Michigan State Council administers a statewide email system to facilitate communication throughout the organization, and provides remote support to approximately 2,000 state directors, local Grand Knights and other local officers using the email system.
"We rolled out a new email system for our members a few years ago," said Russell Long, state technology support director for the Michigan State Council Knights of Columbus. "As you can imagine, the skill level of our members when it comes to technology varies widely. With a membership that spans the state of Michigan, I couldn't provide in-person support to everyone. I was spending a lot of time on the telephone trying to walk members through setting up their email and sometimes just helping them log into the system itself. Not being able to see their computer screen or know whether they were following my directions correctly made the troubleshooting process very aggravating for them and for me. As a result, we decided we needed a remote support solution to better serve our members."
Long had worked with Bomgar's remote support solution previously and knew it would be an excellent choice to streamline the support process and improve the user experience for Knights of Columbus members. An important consideration in choosing Bomgar was security. "We support many charities and get a lot of requests for donations to help them with their work. It is very important to our organization to keep information concerning these requests and the donations decisions we make confidential. With Bomgar, we know that remote support sessions will employ 256-bit Advanced Encryption Standard SSL to encrypt all application communications," Long explained.
In addition to supporting members with problems such as forgotten passwords or trouble sending or receiving emails, Long uses Bomgar to support a wide range of other technology issues. For the organization's core 200 to 300 key leaders and state directors, Long provides support for a wide-variety of laptops, desktops and computer applications. "With Bomgar, I have the ability to show them how to use their device or application, just as if I were sitting there with them. They really appreciate that," said Long.
Long plans to integrate Bomgar with a service desk ticketing system in the near future. "I envision a system in which our members can send an email to a support email address requesting assistance and it will be logged in an internal ticketing system that will allow the support team to split up the work if we are overloaded." Summing up the experience using Bomgar, Long said: "I've worked with Bomgar for several years now and the greatest thing about Bomgar, in my opinion, is that it just works. It is easy to use in providing support and it makes it easy for our members to get the support they need. That's exactly what you want in a remote support solution."
For a full case study about the Knights of Columbus’ use of Bomgar, please visit: www.bomgar.com/customers.
Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 7,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris, London and Singapore. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.