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Apache Authors: William Schmarzo, Christopher Harrold, Elizabeth White, Talend Inc., Adrian Bridgwater

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Cargotec Provides Worldwide Remote Support with Bomgar

Bomgar, the leader in enterprise remote support solutions, today announced Cargotec is using its solution to provide remote support services to its global employee base. Cargotec is a leading provider of cargo handling integrated solutions and services with approximately 11,000 professionals and operations in more than 100 countries. Its products are present in every major cargo hub worldwide and used in ships, ports, terminals, distribution centers, heavy industry and in on-road load handling.

Cargotec has approximately 30 IT support desk representatives and 90 local IT personnel located around the globe to serve more than 7,500 users in its many local branches. Prior to implementing Bomgar, the organisation used a variety of remote support solutions. “We had a scattered approach to remote support and realised we needed to standardise on a single solution,” said Ferdi Dijk, area manager, IT support and delivery, EMEA for Cargotec. “We evaluated several tools and reviewed an analysis by a research firm. We decided that Bomgar was the best choice to support our organisation.”

The type of issues fielded by Cargotec’s IT support team include helping users who have trouble connecting to the corporate network or are experiencing problems using its Citrix applications. “Our representatives like the fact that Bomgar automatically elevates administrative rights and reconnects sessions after a reboot without requiring users to re-enter their credentials,” said Dijk. “Bomgar’s features eliminate a number of steps that are required with other remote support solutions, saving us time and adding to our productivity.”

Dijk is pleased with how Bomgar has extended Cargotec’s reach when it comes to providing remote support to users. “Previously, users needed to be on our company network to receive remote support. Now, with Bomgar, we can support them no matter where they are in the world as long as they can connect to the internet.”

Cargotec has plans to integrate Bomgar with its ServiceNow IT service management software in the near future. Bomgar fully supports integration with ServiceNow, enabling technicians to launch a remote support session from an open ticket in the solution. Session details, such as chat transcripts and notes, are automatically appended to the ticket when the remote session ends.

Dijk is very pleased with the way Bomgar is able to improve IT support capabilities throughout the global enterprise. “It is not always the case that a single solution can perform equally well in every part of a diverse set of business environments you find in a global company like ours. Bomgar stands out as a robust, reliable remote support solution that meets our needs today and will continue to do so in the future. It has turned out to be an exceptionally good choice for our company.”

For a full case study about Cargotec’s use of Bomgar, please visit: www.bomgar.com/customers.

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 organisations 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 organisations 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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