Leading Publisher Improves First Call Resolution and Handles Support Incident Peaks With Remote Desktop Support Appliance

As the second largest publisher in the United States, Houghton Mifflin Harcourt develops and delivers a comprehensive set of K - 12 learning solutions. According to Manager of Technical Support Center at Houghton Mifflin Harcourt, the organization was facing several challenges that led them to evaluate remote support alternatives. These include high growth in the number of active users, significant seasonal fluctuations in call volumes, and a need to more efficiently support thousands of non-technically savvy users. The company researched several different applications, including the latest version of Citrix. They did a side-by-side comparison against each of the competitors, and after a rigorous evaluation, the team chose Bomgar.