Case Study: Acme Truck Line, Inc. achieves 90% reduction in on-site support visits and 50% shorter hold times with BeyondTrust

Transportation Company Reduces On-Site Support Visits 90% With Remote Support Appliance

ACME Truck Line, a national transportation company with a 1,900‑truck fleet and about 500 employees, relied on a seven‑person tech support team to handle widespread VPN and client‑software issues. Because pcAnywhere only supported machines inside the firewall, about 20% of employees working outside the network had to be assisted by phone, forcing complex instructions, frequent on‑site visits and strain on the small support staff.

In October 2006 ACME deployed Bomgar’s appliance‑based remote support, giving secure remote access to systems both inside and outside the network (plus redundant appliances for disaster recovery). The result: on‑site visits fell by 90%, hold times dropped 50% and total call time decreased 20%; first‑call resolutions rose dramatically (about 90% more issues resolved on first contact), escalations fell 15%, the team handled 80% more incidents, and ACME saved on shipping and support costs.

Acme Truck Line, Inc.

Shane Fontenot

Network Technician