Heat Software, a provider of hybrid service management and unified endpoint management software, is partnering with Bomgar, a provider of remote support and access management solutions. Together the companies will collaborate to help organizations improve service levels while adding secure, multi-platform remote support and chat capabilities.
The integration will enable Heat Service Management users to increase their help desk capacity and service rep efficiency, automate and strengthen the support session audit trail, and gain a more complete view of IT remote support performance. For example, service reps can launch secure remote support sessions directly from help desk tickets and immediately begin diagnosing and resolving problems using Bomgar's secure remote session and chat function.
Additionally, Bomgar's tight integration with Heat Software eliminates the need for service reps to manually enter support session notes into incident reports. Customer surveys are automatically generated at the end of the session and sent back to the ticketing system. This in-depth integration populates the ticketing system with complete, accurate, and secure session data.
"As our business continues to grow, it is critical to partner with leading vendors like Bomgar that have valuable supporting tools for service management, including chat support," said Mercedes Ellison, senior vice president of alliances and channels at Heat Software, in a statement. "Our integration with Bomgar now gives Heat Software's customers a complete, streamlined, remote support solution."
"Chat support can cost anywhere from 30 percent to 50 percent less per incident than phone support or onsite visits," said Russ Duffey, vice president of business development and strategic alliances at Bomgar, in a statement. "Additionally, chat integrated with a remote support solution allows reps to easily escalate from a chat support session to a remote control session, further improving resolution times and increasing productivity. We are thrilled to partner with Heat Software and add value to its service management software by creating a seamless, closed-loop process for opening, servicing, and closing a session—including capturing end customer feedback."