Case Study: Carbonite achieves higher customer satisfaction and more efficient, scalable remote support with BeyondTrust

Delivering Online Support with a Tangible Difference

Carbonite, a Boston-based online backup provider, needed better visibility into its support interactions to improve training, measure customer satisfaction and reduce licensing costs. Although it already used Bomgar’s hosted remote-support solution, Vice President of Services Rich Surace expanded to Bomgar’s appliance to gain session recording, collaboration and analytics that the hosted version did not fully provide and to enable deeper CRM integration.

By deploying Bomgar 11.1 and the appliance, Carbonite gained chat escalation, mobile-device support, centralized session recording, a dashboard for session management and Bomgar Analytics. These capabilities increased first-time fix rates, improved agent training and accountability, enabled CRM-driven reporting and cost savings, and ultimately raised overall customer satisfaction while providing a scalable support platform.

Carbonite

Rich Surace

Vice President of Services