Case Study: Activant Solutions achieves 90% reduction in on-site support visits with BeyondTrust (Bomgar) remote support

Transportation Company Reduces On-site Support Visits 90% with Remote Support Appliance

Activant Solutions, a provider of business management software for over 5,000 small and mid-sized retailers, was struggling with a backlog of support calls from its Eagle Advice Line because phone-only troubleshooting required lengthy escalations and an average incident time of about 57 minutes. With Tier‑1 phone support in Manila and complex Tier‑2 escalation in California, Activant needed a way to see customers’ screens and resolve issues faster without disrupting store operations.

Activant deployed Bomgar’s remote support appliance to securely connect to customer systems (with no footprint for PCI compliance), improving first‑call resolution from about 75% to 88–92%, cutting call times roughly in half, and increasing calls handled per rep from about five to 6.5–7 per day. The solution also reduced on‑site visits by 90%, replaced a separate meeting tool (saving costs), and is now used for field support and remote training, with plans to broaden its use.

Activant Solutions

Michelle Sanford

Senior Product Support Manager