5 Best Practices for Remote Support HP Service

5 Best Practices for Remote Support HP Service Management Ed Ammendola Desktop Mgmt Services Northwestern Mutual © 2009 Bomgar Corporation | www. bomgar. com Craig Weinstock VP of Enterprise & Alliances Marketing BOMGAR

Best Practice Bomgar Product Strategy “ The most efficient and effective way of accomplishing a task, based on repeatable procedures that have proven themselves over time for a large numbers of people. ” © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Best Practices Impact Bomgar Product Strategy Increase Staff Productivity 20 -30% Improve 1 st Call Resolution 35 -45% Reduce Incident Handling 25 -50% Reduce Call Escalation 10 -30% Improve Customer Sat 10+% © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Bomgar & HP Service Management Bomgar Product Strategy Remote Support, Chat & Surveys Support Rep HP Service Manager Attended System Unattended Systems © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Bomgar Remote Control Customer Experience with the product Ed Ammendola edammendola@northwesternmutual. com The Northwestern Mutual Life Insurance Company - Milwaukee, WI

Agenda § Company overview § Team overview § Helpdesk overview § Selection of Bomgar § Future functionality

Northwestern Mutual § Largest direct provider of life insurance § America’s “Most Admired” company by Fortune magazine 25 years straight* § Headquarters in Milwaukee, WI § 350 offices throughout the country *Category - Insurance: Life and Health

Our team § Desktop Systems Management • 24, 000 endpoints • 8, 000 in our home office • 16, 000 nationwide, sales force • 3, 000 PDA devices

Help Desk Overview § Two primary help desks – Home Office & Field § Financial Representatives and staff – 13, 000 individuals § Over 16, 000 PCs – Standard configurations – Additional software can be installed due to FRs owning PCs § Support Applications – 36 Categories – 294 subcategories § We have 48 Escalation Teams

Field Help Desk Statistics - 2008 § Total Tickets – 211, 564 § Tickets/Supported PCs – 1. 1 per month § Staff Size – 49 § 73% of tickets are closed on first touch § 87% of all tickets are closed same day

Field Help Desk Statistics cont. § Response Time – Goal – 80% within 2 minutes – Currently at 75% § Average Hold Time: 1. 5 minutes § § § Call Length: 11 minutes 760 calls per day - Average 20 Live calls/day/Technician 16 closed tickets/day/Technician Hours: 6: 00 am – 6: 00 pm CST/CDT Monday through Friday

Why we chose Bomgar § Windows Vista/7 Rollout § Critical Differences Analysis § Key Differentiators § Kept project on-track – Under budget – Ahead of schedule – Additional features & functionality

Bomgar Functionality

Bomgar Button § Deployment of button to all workstations and smartphones. § Replacing a shortcut to the portal. § Avoid the “download and run” § Reduce the time to start a session. § Windows 7 standard-user. § Auto-elevate to administrator. Avoid prompts.

Chat functionality § Consumerization § Reduce MTTR’s via more efficient support staff

i. Wave adaptor § Integrate Bomgar with our Service Management suite. § Have one single repository. § Automation on starting a session.

Thank you! Ed Ammendola edammendola@northwesternmutual. com Tom Cook tomcook@northwesternmutual. com

Customer Demands Bomgar Product Strategy Mobility Security Anywhere, Anytime No Data Loss & Compliance Service Desk Multiple Devices Any Device Improve Efficiency & Satisfaction No Add’l Staff © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Bomgar Product Strategy Best Practice - Any Device, Anywhere, Anytime “Oooo…Shiny. It would look good on my mahogany desk ” “I Saw It In the Window… And thought it was lighter than my current laptop…” “It Helps Me Book © 2009 Bomgar Corporation | www. bomgar. com Sales!” BOMGAR

One Screen, Any Device © 2009 Bomgar Corporation | www. bomgar. com Bomgar Product

Best Practice: Secure Chat Bomgar Product Strategy - The Old Way • 1: 1 Communication • Limited Visibility • Expensive Quality Monitoring • Inefficient for the technician and the customer © 2009 Bomgar Corporation | www. bomgar. com 60 - 70% Utilization Rates BOMGAR

Multi-Tasking Bomgar Product Strategy Two Chats Work Better Than Two Calls © 2009 Bomgar

Secure Chat Bomgar Product Strategy - The New Way • 1: 4 / Many Communication • Complete Visibility • Easy Quality Monitoring • Technician & customer happier © 2009 Bomgar Corporation | www. bomgar. com ~100% Utilization Rates BOMGAR

Click to Chat • • • Bomgar Product Strategy Faster response No language barriers Handle 2 -4 incidents simultaneously Canned scripts & instructions All Communication and interaction is logged Runs in a Browser (Flash-Based) © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Bomgar Product Strategy Success Story: Leading OS & Identity Company • 90% of our Service Requests are initiated via the Web “Customers prefer Chat support to phone support in most cases” • Customer Satisfaction: 80% rate Web Support a “ 5/5” • Average customer satisfaction rating increased 10% “Nothing seems to matter as much as quick response for customer satisfaction” • Productivity improved 25 -30% and Utilization ~ 100% “Nice not having to waste time – very efficient system, with support agent able to quickly review previous communications so I don’t have to repeat steps. ” © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Best Practice : Support Portals Bomgar Product Strategy Technician or Issue Based Submission ©

Best Practice : Support Portals © 2009 Bomgar Corporation | www. bomgar. com Bomgar

Bomgar Product Strategy Custom Support Portal © 2009 Bomgar Corporation | www. bomgar. com

Best Practices - Security Bomgar Product Strategy “IT administrators were responsible for more data compromises than any other insider role [50%]. The privileges entrusted to this group provide them a much larger opportunity to abuse corporate information systems. ” - 2008 Verizon Data Breach Report P 13 © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Bomgar Product Strategy Security 42% 2008 Data Breach Investigations Report – Verizon Business Risk Team 34% 21% 9% s rks g ms l ss s n a i e el two sic cce ac yste r y i F - S W Ne Ph A eb W © 2009 Bomgar Corporation | www. bomgar. com ss trol e cc on A e &C t o eb pps W A m e R BOMGAR

Bomgar Product Strategy “PC remote control tools are doorways to your organization’s network, and their use must be treated with caution. ” ─ Gartner: April 2009 – PC Remote Control Security: Risks & Recommendations: Block forbidden PC remote control tools from using group policy objects or application controls. . . Build a list of unsupported remote control tools and add them to your scans for inventory, vulnerability & intrusion. . . ─ Gartner: April 2009 – PC Remote Control Security: Risks and Recommendations © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Security Hardened, On-Site Appliance Keep all data on site Integrate with user directories Multi-factor Authentication Apply Permissions to groups Create groups from directories [LDAP, AD] Permissions Allow control or view only File transfer restrictions Application-level access © 2009 Bomgar Corporation | www. bomgar. com Bomgar Product Strategy Audit Trail Automated record of every session Chat transcripts & File Transfer Details System info & IP information Encrypted & Recorded Sessions 256 -bit AES Encryption of sessions & logs Flash videos of support sessions Know who controlled mouse/keyboard Deliver videos to customer 3 rd Party Tested “Designed with security best practices in mind” BOMGAR

Success Story Bomgar Product Strategy Global Standard for CSC Supporting 5, 000 Reps Worldwide "When you’re dealing with government agencies or healthcare organizations, security, logging and auditability is paramount. We needed a tool that could provide both help desk efficiency and best-inclass security. " “Clients previously unable to receive remote support due to privacy and security concerns can now connect with confidence. ” Luc Poirier, Global Desktop Systems Management Engineering Manager | CSC © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Best Practices: Rep & Mgmt Tools Bomgar Product Strategy Rep Tools ü Efficiency ü Satisfaction ü Retention Management Tools ü Visibility ü Control ü Training © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Technician Productivity Tools System Information & File Transfer Multi-Session Control View remote computer's system information & file transfer Reboot/Reconnect Fix one system while another reboots Jump Technology Access unattended systems Reboot and auto reconnect Escalate Share/Transfer sessions between reps File Transfer Automate the transfer of files & updates © 2009 Bomgar Corporation | www. bomgar. com Bomgar Product Strategy Presentation Present to up to 20 desktops Scripts Canned scripts to speed troubleshooting and problem resolution BOMGAR

Success Story Bomgar Product Strategy Fast Facts • 150 reps supporting over 1, 700 clients • Chose Bomgar™ for improved agent efficiency, ease of use, and security • Achieved ROI in less than 6 months “Bomgar allows our agents to do multiple types of work at the same time…and increase their productivity. ” Phil Demuth | VP of Internal Systems © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Management Tools Bomgar Product Strategy Teams Create groups & queues for routing requests Dashboard Quickly view the status of your reps; monitor reps’ desktop or takeover a session Reports Easily monitor and tract key KPI’s & customer satisfaction Surveys Customizable surveys to monitor and optimize rep & team performance © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Success Story Bomgar Product Strategy Fast Facts • Plum. Choice's service is delivered via 500+ home-based support agents • Key Selection Drivers: • ROI • Security • Scalability • First time Fix “Our business model demands robust management features, control and auditing of our distributed work force. ” “The value that Bomgar has delivered to Plum. Choice has been increased productivity at the agent level and better gross margins. ” Rich Surace | SVP Operations © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Bomgar Product Strategy BOMGAR – Enterprise Remote Support • Over 5, 400 Customers • 100% Focused on Remote Support • 10 Fastest Growing Companies in US • Gartner Cool Vendor • HP Service Manager & Service Center © 2009 Bomgar Corporation | www. bomgar. com BOMGAR

Best Practices Impact Bomgar Product Strategy Increase Staff Utilization to 20 -30% Improve 1 st Call Resolution 35 -45% Reduce Incident Handling 25 -50% Reduce Call Escalation 10 -30% Improve Customer Sat 10+% © 2009 Bomgar Corporation | www. bomgar. com BOMGAR