Colorado Springs, Colo. – 16 April 2013 – Cherwell Software, one of the fastest-growing ITSM software providers, and Bomgar, a worldwide leader of secure remote support solutions, today announced the integration of Cherwell Service Management and Bomgar chat and remote support. The integration will be included in the Cherwell Service Management 4.6 release, available this summer.
Vance Brown, Cherwell CEO, sees this integration as a logical progression in helping Cherwell customers create better experiences for their own customers. “We’re certain that integrating Bomgar’s chat and remote support capabilities will help Cherwell customers resolve issues more quickly and will dramatically improve the quality of service desk support.”
Cherwell Service Management users can seamlessly harness the full power of the Bomgar platform and initiate secure chat sessions from any of the Cherwell Service Management clients, with full capture of Chat history, file transfers, and session recordings. This rich history can be easily configured to link to any module, such as Incident, Service Request, other out-of-the-box management processes, or any custom module. IT departments can choose what integrations point(s) they desire to use for the Bomgar integration.
The integration enables end-users and service desk technicians to initiate Bomgar remote support sessions with one click from anywhere in the Cherwell self-service portal or rich client. Help desk / service desk technicians can provide secure, web-based chat and remote support for any server, computer, tablet, or Apple, Android, and BlackBerry mobile device, in real time—no matter where it’s located or what operating system the customer is using. Once the session is completed, the Chat transcript and any related items, such as file transfers or a link to a session recording, are saved.
“Since Cherwell Service Management is so flexible and easily configured, companies are also using it in departments outside of IT, and the Bomgar chat functionality will enhance all of those customer experiences,” said Russ Duffey, Bomgar vice president business development and strategic alliances. “Imagine being able to chat with HR about benefits or with facilities about a busted pipe or with IT about a broken printer — all from one system. The possibilities are endless,” said Josh Caid, Cherwell product manager.
The integration will be presented at HDI 2013, where both Cherwell Software and Bomgar will be exhibiting. The event is held at Mandalay Bay in Las Vegas, Nev. from April 16–19, 2013.
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations 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 6,500 organizations 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 and London. You can find Bomgar on the web atwww.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.
About Cherwell Software
Innovative Technology Built Upon Yesterday’s Values
Cherwell Software (www.cherwell.com) is unique within the IT Service Management software industry. As a privately-held company with no debt or public funding, our primary objective is to create innovative software to meet the needs of our customers.
Founded by some of the industry’s most notable leaders, Cherwell Software was built upon the premise that if we listen to our customers, care about and strive to meet their needs, and provide quality products and extraordinary customer care, then our company will stand the test of time – all while having a little fun and building great relationships along the way.
Our approach is also what enables us to help our clients build their companies to “stand the test of time.”
Cherwell Software is one of the fastest growing IT service management software providers with corporate headquarters in Colorado Springs, CO, USA; EMEA headquarters in Wootton Bassett, UK; and a global network of expert partners.