BeyondTrust > Case Studies > Assuring Security and Better Customer Support for Every Environment

Assuring Security and Better Customer Support for Every Environment

Company Size

1,000+

Region

America

Country

United States

Product

Bomgar Remote Support

Tech Stack

Remote Support Technology
Network Infrastructure

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Food & Beverage

Use Cases

Remote Asset Management
Remote Collaboration

Services

System Integration

About The Customer

Eat’n Park Hospitality Group is a food service company founded in 1949. It began as a drive-in restaurant in Pittsburgh’s South Hills, where customers could park their cars and be served by waitresses on roller skates. Today, it has evolved into an indoor-dining family restaurant franchise with 75 locations, some of which are open 24 hours a day. Over the years, the company expanded into other food service ventures, offering quality dining services to colleges, universities, corporations, senior living communities, and hospitals. Overall, Eat’n Park Hospitality Group operates in 150 locations with approximately 10,000 employees.

The Challenge

Eat’n Park Hospitality Group, a franchise with 75 locations and operating in 150 locations with approximately 10,000 employees, was seeking a solution to improve IT support for users and address growing concerns about data security in the payment card industry (PCI). The company wanted to centralize support for the company’s users, provide high level security with multiple authentication mechanisms and enable the IT support team to establish connections with and monitor devices 24 hours a day. The company also wanted a solution that would integrate within the company’s data center and network infrastructure.

The Solution

After careful consideration of security and functional requirements and comparisons against other solutions, Mike Castillo, director of network infrastructure and security for Eat’n Park Hospitality Group, discovered Bomgar. Bomgar’s on-premise approach made it possible to integrate the remote support solution within the company’s data center and network infrastructure. Bomgar provided a centralized remote support solution that worked with all of the systems in Eat’n Park’s environment. All of the company's field systems could be accessed using Bomgar, and the solution offered a portal where users could go for support. Bomgar’s jump technology also allowed the company’s 16 technicians to proactively support any of its fixed environments, such as a point of sale (POS) system.

Operational Impact

Bomgar’s ability to provide a higher level of security has enabled Eat’n Park to maintain control over its network integrity when working with vendors. This has reduced the security risk when giving someone outside the network access to the company's environment.
The Bomgar solution is helping Eat’n Park’s IT support team enhance their internal collaboration. The ability to share remote support sessions, which Bomgar’s solution makes possible, is a functionality that the team leverages every day.
Bomgar is also coming out with an iPad application very soon, which will allow the company's technicians to provide support no matter where they are, without having to go to a laptop or PC to connect to Bomgar. This will provide the team with increased mobility.

Quantitative Benefit

Bomgar has helped to streamline the process of initiating help desk sessions, allowing the company to support the approximately 10,000 calls it fields each year.
With Bomgar, the company's technicians can log into a location, fix a problem, and move on within 60 seconds.