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SYS-CON MEDIA Authors: Carmen Gonzalez, AppDynamics Blog, Roger Strukhoff, Cloud Best Practices Network, Kevin Jackson

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Haddon House Supports Dispersed Workforce with Bomgar

Bomgar, the leader in enterprise remote support solutions, today announced that Haddon House Food Products is using its solution to provide remote tech support to a dispersed workforce. Headquartered in Medford, New Jersey, Haddon House is the largest privately owned distributor, importer and exporter of specialty, natural, organic, ethnic and kosher foods. The company operates 24 hours a day, 7 days a week importing and distributing speciality, natural, organic, ethnic and kosher foods around the world.

With an employee base of over 1200, Haddon House supports a workforce spread throughout the nation. “Given that we are a food distributor, the majority of our sales reps work in the field and rarely set foot in an office,” said Mickey Whittaker, associate technical support analyst, Haddon House. “The remote access solution we were using before didn’t allow screen sharing. Once we were able to connect to the user, all they saw was a blue screen until the issue was fixed, so we weren’t able to teach or train the user either. At the time, our employees weren’t the most tech savvy, so we really needed to be able to help fix their problems as well as teach them.”

The search for a new solution ended with Bomgar, based on its screen sharing and multi-platform support features, plus its ownership model. “We support both Windows and Mac laptops and desktops. Being able to see the user’s screen, and walk them through their problem has been a huge time saver. Problems that used to take 45 minutes to an hour to solve over the phone, now take us 15 minutes or less,” Whittaker said. “Not only has it helped our IT department work more efficiently, our employees are more productive and learn more about the devices they’re using. It’s a win-win for us.”

Whittaker also noted that he liked the fact of owning the Bomgar solution and appointing their own administrator instead of having to call the helpdesk like with the previous solution. “We had tried Teamviewer, and anytime we had questions with the solution, we had to call them, thus extending our support process. That was time that we really couldn’t afford to spend.”

Looking ahead, Whittaker says Haddon House plans to add tablets into their ordering processes at the distribution warehouses, which they will support using Bomgar. “With Bomgar, we have one remote support solution that will expand and grow with our company.”

About Bomgar

Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s 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 8,000 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+.

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