Teamwork Retail Support iOS POS with BomgarOn October 12, 2019 by Raul Dinwiddie
Teamwork Retail is a software developer and we’ve created a retail management suite of applications for, really any type of retailer, primarily focused in apparel and specialty goods. Our customers use our solutions to manage their catalogue, their inventory, inventory control and then the store operations includes anything from clocking in and clocking out of the employees, to ringing up sales, receiving shipments, and customer management. We were transitioning from a Windows based solution for retail management to a mobile base using Apple iOS devices. We had, at the time, Go To Assist. That’s where we were using the Windows environment to solve our clients’ problems and they did not have any solution for iOS. We looked also at Teamviewer which was emerging with a mobile solution. Another one, I think, was Screen Connect, which had some good tools, also in the Windows area, but they were not moving quickly in the mobile environment which is the area that we really needed to be in and where we really needed to be able to support our customers. Bomgar actually gives us the ability to work with the client from any platform and we’ve integrated the Bomgar SDK in to our iOS Apps so we can see what the customer sees in real time. The integration process was very easy, very smooth and we were able to quickly get the SDK embedded in our apps and get a pilot running within a couple of weeks. You know, at the store level we want to have an easy way for Store associates to get connected with our Support team so that we can get that solution to them as quickly as possible. So, by having them just do a couple of taps and we’re connected, we are easily able to get in to the session to be able to get the problem solved. Prior to having Bomgar, we would have to have the store associate, for instance, describe exactly what was happening in great detail, or ask a lot of questions in order to try to deduce what was happening at the store level, and that can waste a lot of time. What we are able to provide with Bomgar is the ability to see it quickly, find out what’s happening, instruct them in the proper sequence of steps to solve that so that they can get back to their job, which is selling. Bomgar is definitely the easiest application to use and has the best feature set. We’ve had a great experience in working with Bomgar in general, from the Sales team to the Technical team. Getting the questions answered. Everyone has been, of course, very friendly and very quick to provide any answers and solutions that we’ve needed. So it’s been a very fast turnaround and very pleasant to work with all the team.