South Florida Call Center Increases First Call Resolution by 70 Percent Using Appliance-Based Remote Desktop Support Solution

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Executive Summary

WechTECH deals with everything from corrupt drivers and application errors to faulty server connections and Active Directory issues. With six help desk representatives supporting clients across South Florida and other areas, WechTECH cannot afford to send personnel to a client's location every time a technical issue occurs. The need to support clients remotely was realized early on, but the solution used initially, Microsoft Remote Desktop, required reps to connect to clients through a VPN, making extensive configuration necessary. In May of 2005, after trying remote control solutions ranging from VNC to WebEx Support Center, WechTECH finally found a simple way to bridge the distance between them and their customers by purchasing the Bomgar Box.

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