BeyondTrust > Case Studies > Finding a Feature-Rich Remote Support Solution to Meet an Enterprise’s Varied Requirements

Finding a Feature-Rich Remote Support Solution to Meet an Enterprise’s Varied Requirements

Company Size

1,000+

Region

America

Country

Brazil

Product

Bomgar

Tech Stack

Microsoft’s Lync

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Remote Asset Management

Services

System Integration
Training

About The Customer

Brazil’s National Telecommunications Agency (ANATEL) was created to promote the development of telecommunications in the world’s fifth largest country. The agency, which operates independently of the government, is responsible for activities such as the implementation of national telecommunications policy, license regulation, managing radio frequency spectrum, and the protection of consumer rights.

The Challenge

ANATEL, Brazil’s National Telecommunications Agency, was using Microsoft’s Lync collaboration and instant messaging application for remote desktop support. However, when ANATEL refreshed its workstation fleet in 2014, they needed a more robust remote support solution as the Lync tool did not support the operating system of the new workstations. Additionally, the organization adopted a new set of security policies that required a remote support solution with more advanced security features. The Service Desk wanted to expand its capabilities so that it could provide remote support for the organization’s increasing number of mobile devices and its full range of network assets.

The Solution

ANATEL conducted a detailed analysis of several possible remote support solutions, evaluating whether they could meet the organization’s many requirements. In addition to Bomgar, the team evaluated LogMeIn Rescue, Microsoft’s Remote Desktop, TeamViewer (full version), DameWare (full version), GoToAssist Corporate and WebEx Support Center. While ANATEL’s analysis found that all of these solutions had the capabilities necessary to enable basic remote support for some devices, only Bomgar offered the robust capabilities needed to meet all of the organization’s requirements. Bomgar, with its single-tenant appliance architecture, encrypted session traffic, advanced authentication and access controls, and session recording features, met every aspect of ANATEL’s security requirements.

Operational Impact

ANATEL deployed Bomgar using a pilot period of one month during which one technician tested the solution for remote support. During the pilot, the technician fielded 227 remote calls. The length for the sessions averaged approximately 29 minutes, which represented a dramatic improvement from the contractual resolution Service Level Agreement (SLA) of six hours.
Additionally, 89 percent of the calls received during the pilot period were resolved through first tier support, compared to the SLA of 50 percent.
During the pilot period, Bomgar’s robust security features extended beyond meeting the organization’s policies. After reviewing the recorded video of the session with the user, it was clear that the email was not deleted during the session and the user apologized and canceled the request for an inquiry. The Bomgar solution keeps ANATEL in full compliance with their new security protocols.

Quantitative Benefit

The length for the sessions averaged approximately 29 minutes, which represented a dramatic improvement from the contractual resolution Service Level Agreement (SLA) of six hours.
89 percent of the calls received during the pilot period were resolved through first tier support, compared to the SLA of 50 percent.