ScreenMeet functions great - it’s simple and easy for our agents to use. It has taken a process that required agents to have multiple browser tabs or programs open and reduced it to just a single interface (Salesforce). With the ScreenMeet integration, our agents can start and end screen share sessions without leaving Salesforce to log the data somewhere else. Now, our customer information is all in one system and can be accessed at the drop of a hat as we take care of our customers.”

An historic merger between two market-leading providers of technology products and solutions now required a service-based CRM and ITSM agent console that could operate with a unified view of interconnected cloud applications. Their strategy called for taking an API-first approach to remote support for both external customers and for internal IT support. In pitting ScreenMeet against Bomgar, the enterprise found ScreenMeet to be a vendor in the ITSM category that could offer a truly cloud-native architecture and also understand the requirements of servicing a demanding, global, 24x7x365 enterprise customer. The ScreenMeet solution made it simple for them to cobrowse and remote control end users’ devices directly from within the ServiceNow incident without needing any additional software.