Central Michigan University Enhances Student Support with Bomgar
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar Remote Support
Tech Stack
- Remote Support Automation
- Online Chat
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Applicable Functions
- Human Resources
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Central Michigan University (CMU) is one of the nation’s 100 largest universities, founded in 1892 and based in Mount Pleasant. The university offers more than 200 academic programs at the undergraduate, master’s, specialist, and doctorate levels in 60 locations across the globe and online. As the university's off-campus and online enrollment continued to expand, the Office of IT realized it needed a more effective and flexible way to support geographically dispersed students and prospects.
The Challenge
Central Michigan University (CMU) was facing a challenge in providing effective and flexible support to its geographically dispersed students and prospects. The university's off-campus and online enrollment was expanding, and the traditional methods of support, including on-site visits, were no longer feasible or cost-effective. The Office of IT at CMU recognized that failing to meet the expectations of the new generation of tech-savvy students, who require a fast, convenient, and highly successful process for technical support, could negatively impact student enrollment and the success of CMU’s online education programs. As part of the university’s strategic initiative to provide sufficient infrastructure and resources to advance the institutional mission and priorities, the Office of IT launched a search for Remote Support Automation.
The Solution
The Project Committee at CMU evaluated several solutions but chose Bomgar because the overall application was far superior to any of the others. The most important features for CMU included Bomgar’s cross-platform support capabilities, or the ability to provide secure remote support from virtually any system – including Mac, Linux, and PCs. Bomgar also provides online chat; a complete and fully-accessible, audit trail; and remote scripting. Because Bomgar also provides support for Blackberry and Windows Mobile smartphones, CMU can continue to grow along with the needs of their students. CMU strategically placed click-to-chat buttons in popular locations, like the website, Blackboard (a course management system), and the CMU Portal (the university’s intranet).
Operational Impact
Quantitative Benefit
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