Bomgar, the worldwide leader in secure, appliance-based remote support solutions, and Hornbill, an enterprise service management software specialist, have announced a partnership to integrate their IT support solutions.  Hornbill customers will now be able to launch Bomgar's remote support, chat and survey technology directly from their service management system, allowing them to speed time-to-resolution and improve customer satisfaction.

Today, Bomgar and Hornbill are announcing the first stage of its two-stage integration programme.  As a result of this first stage, Hornbill Supportworks ITSM Enterprise users now have the ability to initiate a Bomgar remote support session directly from within an incident form.  Hornbill customers will also be able to instantly chat with an available member of the service desk directly from the Supportworks SelfService portal.  For increased convenience, support analysts can easily elevate a chat session to full screen sharing and remote keyboard and mouse control, which will enable technicians to more easily diagnose and resolve customer problems.  Upon concluding the remote help session, end-users may be prompted to complete a customisable exit survey regarding their support experience.  After completion of the second stage of the programme, information from the Bomgar session, including the session recording, chat transcript and survey results, will be automatically fed back into the Supportworks incident form.

"At Hornbill, we take great pride in delivering the kinds of innovative solutions that really make a difference to our customers," said Frank McIlroy, CEO at Hornbill.  "Most recently this had included providing Twitter integration that enables customers to discover, react and resolve any customer service issues that are published on social channels and may not have been logged with the service desk.  In meeting the requirements of Enterprise customers we are looking to integrate with leading solutions that clearly meet their needs.  By working with Bomgar, we're adding instant and integrated remote support capabilities.  We know this kind of intuitive integration will be well received by our customers who require a more holistic view of their IT incidents and resolutions.  The integration not only eliminates toggling between two systems, it centralizes session activity and audit logs, ensuring they have the full picture."

"IT support departments are constantly grappling with how to manage increasingly complex and diverse technologies with shrinking budgets. When IT agents can remotely view and control an end-user's computer or mobile device, they can understand and fix the problem at a much faster rate," said Russ Duffey, vice president of business development and strategic alliances, Bomgar.  "Pioneering service management companies like Hornbill recognise that demands on IT support are increasing, and this integration helps their customers deliver the real-time resolutions that end-users are starting to expect in enterprise settings. We're looking forward to continuing our partnership with Hornbill to develop the kinds of intuitive solutions that will make life easier for our joint customers."