DJO LLC / Rightstar Systems
Company Size
1,000+
Region
- America
- Europe
Country
- United States
Product
- Bomgar
- BMC Service Desk Express
Tech Stack
- Remote Support Solutions
- IT Service Management
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Software-Defined Networking
Applicable Industries
- Healthcare & Hospitals
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
About The Customer
DJO Incorporated is a leading global provider of high-quality, orthopedic devices, with a broad range of products used for rehabilitation, pain management and physical therapy. DJO also develops, manufactures and distributes a broad range of surgical reconstructive implant products. DJO is the largest non-surgical orthopedic rehabilitation device company in the United States and among the largest globally, as measured by revenues. DJO believes that their strong brand names, comprehensive range of products, focus on quality, innovation and customer service, extensive distribution network, and strong relationships with orthopedic and physical therapy professionals have contributed to their leading market positions.
The Challenge
After a major merger, DJO grew from $400M to nearly $1B in revenue, as well as increased in employee size by more than 60 percent. Starting with one IT department, DJO, LLC now had multiple IT departments with numerous support channels and a veritable hodgepodge of support tools. This led to confusion, lack of productivity and increased support costs. IT leadership, with the assistance of systems integrator and trusted advisor RightStar Systems, determined that they needed a single, streamlined solution that would enable each support desk to support employees in any location, so they began an evaluation of what they coined, “borderless support” solutions.
The Solution
After evaluating several remote support solutions which were in use at the various global IT departments, DJO’s partner, RightStar Systems, steered them toward Bomgar. According to Larry Herrmann, Manager of Global IT Customer Support, DJO LLC, what drove the selection of Bomgar was the centralized, automated audit trail and the ability to integrate with DJO’s current service desk tool, BMC Service Desk Express. “We fall under SOX [Sarbanes-Oxley], HIPAA [The Health Insurance Portability and Accountability Act], and the HITECH Act [The Health Information Technology for Economic and Clinical Health] regulation requirements,” Herrmann says. “So, we really need to maintain an audit trail as compliance is extremely important. And as a support manager, allowing my team to stay within one user interface is critical.”
Operational Impact
Quantitative Benefit
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