Hoosier Energy: Transforming Remote Support with Capabilities that Exceed Expectations
Company Size
200-1,000
Region
- America
Country
- United States
Product
- Bomgar Remote Support Solution
Tech Stack
- Bomgar
- Dell KACE systems management solution
- SharePoint
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Utilities
Applicable Functions
- Business Operation
- Maintenance
Use Cases
- Remote Asset Management
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Hoosier Energy is a generation and transmission cooperative that provides wholesale electric power and services to 18 member distribution cooperatives in central and southern Indiana and southeastern Illinois. The company is based in Bloomington, Indiana, and operates coal, natural gas, and renewable energy power plants. It delivers power through a 1,500-mile transmission network. The company has approximately 600 users and a support team of six representatives. The support team fields a wide variety of requests, from upgrading Windows operating systems to solving issues with applications such as Microsoft Office and Excel, to helping users who are having trouble with passwords or logging into their accounts.
The Challenge
Hoosier Energy, a generation and transmission cooperative providing wholesale electric power and services, was using an antiquated remote support solution to connect to and fix employees’ computers. The existing solution had very limited capabilities and was difficult to use. It could only connect to computers if they were turned on and there were a number of steps that needed to be completed before the connection could be made to provide remote support. The success rate of connecting to a computer was only fifty percent as it depended on many factors. The help desk lead, Monty Dine, found it easier to drive thirty minutes to fix issues on-site than trying to use the existing tool. The company needed a better way to provide remote support.
The Solution
Monty Dine, the help desk lead for Hoosier Energy, recommended Bomgar as the new remote support solution for the company. He was familiar with Bomgar from his previous job in the healthcare field. After a trial, the company decided to deploy Bomgar. The Bomgar solution has significantly expanded the support team’s capabilities. It has features like Intel vPro support which makes it possible for the team to provide deeper troubleshooting by going below a computer’s operating system to address issues at a sub-OS level. The company also has a customized Bomgar support site linked into their SharePoint site to make it easy for employees to initiate sessions. Bomgar’s chat feature is enhancing the support representatives’ abilities by allowing them to easily collaborate on issues. They can transfer sessions back and forth as well. Bomgar integrates with the company’s Dell KACE systems management solution, allowing the team to go straight into a Bomgar remote support session from the Dell KACE system and automatically capture everything that is said and done during that session in the Dell KACE record.
Operational Impact
Quantitative Benefit
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