Bomgar delivers unfailing IT support to Bon-Ton
Bomgar, the worldwide leader in secure, enterprise remote support solutions, announced that Bon-Ton has switched to Bomgar to provide reliable, secure remote IT support for its associates and point of sale (POS) systems.
A retail industry veteran, Bon-Ton employs more than 26,500 people across 23 states. Founded in 1898 as a one-room millinery and dry goods store in York, Pennsylvania, Bon-Ton has grown to a leading retail provider of national and private brand fashion apparel and accessories for women, men and children, as well as cosmetic and home furnishing.
Facing reliability issues with their former remote support tool, the IT support team at Bon-Ton needed to eliminate the hit-and-miss support that stunted productivity of their technicians as well as their associates. With 15,000 devices to support, 10,000 of which are POS systems, Bon-Ton needed a solution to securely support a multitude of devices in remote locations.
“We needed a support tool that we could count on to help any associate at any location at any time,” said John Heidke, end user support manager at Bon-Ton. “With Bomgar we don't have to worry about whether it will work, allowing us to focus on resolving the end-user's problem.”
In addition to reliability, session recording and the ability to support multiple sessions simultaneously are Bomgar features that stood out to the Bon-Ton team. “Allowing support technicians to handle multiple sessions at once is not something we knew we needed, but I foresee it being very useful as we further implement the Bomgar solution in our support environment,” Heidke added.
Security also played a role in Bon-Ton's selection of Bomgar. An on-premise solution, Bomgar sits behind Bon-Ton's own firewall and security measures, giving them control over the information captured during a remote support session.
“Especially within the retail industry, it's imperative that companies fully protect their customers' personally identifiable information. Passing support session information, which may include customer data, through third-party servers puts it at greater risk to fall into the wrong hands.” said Nathan McNeill, co-founder and chief strategy officer at Bomgar. “Just like Bon-Ton, we are passionate about customer satisfaction and are excited to be working with them to help improve their IT support.”
The Bon-Ton Stores, Inc., with corporate headquarters in York, Pennsylvania and Milwaukee, Wisconsin, operates 276 department stores, which includes 11 furniture galleries, in 23 states in the Northeast, Midwest and upper Great Plains under the Bon-Ton, Bergner's, Boston Store, Carson Pirie Scott, Elder-Beerman, Herberger's and Younkers nameplates and, in the Detroit, Michigan area, under the Parisian nameplate.
Bomgar is the worldwide leader in secure, enterprise remote support solutions. The company's award-winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system – Windows, Mac, Linux, Android, BlackBerry, the iPhone, iPad and most versions of Windows Mobile, regardless of their location.