Healthcare POS Vendor Writes Prescription for Secure Support with Appliance-Based Remote Support Solution
Company Size
1,000+
Region
- America
Country
- United States
Product
- MerchantSoft
- Bomgar Box
Tech Stack
- RSA security technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Cybersecurity & Privacy - Cloud Security
- Cybersecurity & Privacy - Database Security
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Sales & Marketing
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
- Cybersecurity Services
About The Customer
Emporos Systems Corporation, based in Charlotte, North Carolina, is one of the leading providers of pharmacy point of sale solutions. The company serves a diverse range of clients, including independent pharmacies, hospitals, clinics, and regional chains. Its flagship product, the MerchantSoft system, is designed to address the unique needs of pharmacies. It enables pharmacists to quickly verify prescriptions and current customer medications. Emporos Systems’ point of sale solutions are used to verify patient and prescription data. With this critical information on the line, security and efficiency are paramount to Emporos’ support organization. The company's goal is to empower its support team to achieve higher first-call resolution rates and client satisfaction while handling more volume in the most secure, compliant environment possible.
The Challenge
Emporos Systems’ support team faced a dual challenge. Firstly, they required a remote support system that could provide the highest level of security. As a technology vendor to pharmacies and other healthcare sites, Emporos’ support infrastructure had to be fully compliant with patient privacy regulations like HIPAA and credit card data regulations (e.g. PCI DSS). Their previous remote support solution and many of the solutions they evaluated only offered static password capabilities. This wasn’t acceptable as a majority of Emporos’ support is delivered while client business transactions are happening. To meet security standards, Emporos needed a solution that could support its RSA security technology, which updated passwords every minute. Secondly, the Emporos Systems support team required a solution that would provide access to support systems from home or work, as well as the ability to manage multiple support sessions. With a team supporting multiple time zones and receiving dozens of support calls a day, this level of flexibility was required to keep support costs low and service levels high.
The Solution
After evaluating a mix of remote support vendors, Emporos Systems selected Bomgar as their partner of choice. Emporos decided to implement two Bomgar Boxes – one in its primary data center and one in its disaster recovery center – to ensure maximum security and support delivery efficiency. Bomgar supports RSA security, which has been instrumental in helping Emporos Systems maintain compliance with healthcare and retail industry regulations. In addition, because representatives can access multiple client sites simultaneously, Emporos’ support team is as effective and responsive as a much larger team. Implementation and deployment of the Bomgar Box within Emporos Systems’ data center was equally as impressive. The intuitive user interface and session recording made training a snap, and the appliances required minimal customization to function. Because of Bomgar’s Jump Technology, implementation is a one-time event for end-users and the company’s support team is able to support any client on any network without delay.
Operational Impact
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