Innovating with a Remote Support Solution to Match an IT Service Provider’s Unique Commitment to Quality Service
Company Size
11-200
Region
- Europe
Country
- United Kingdom
Product
- Bomgar
Tech Stack
- Remote Support Technology
- Service Desk Software
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
- Finance & Insurance
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Pure Technology is an IT support services provider headquartered in Leatherhead, Surrey, with offices throughout the United Kingdom. The company offers high-quality IT support services to a select set of businesses, with a concentration in the education and financial services sectors. Its clients include notable U.K. organizations such as H2O Asset Management, Future Capital Partners, and Prior’s Field School. The company was founded in 2002 by Managing Director Danny Long with the mission to provide unparalleled levels of service to its clientele.
The Challenge
Pure Technology, a UK-based IT support services provider, was looking for a way to enhance its customer support capabilities. The company's Managing Director, Danny Long, recognized that the evolving IT infrastructure environments were making remote IT support a possibility. However, the initial remote support solution Long evaluated did not provide the accountability he was looking for, as it did not allow for the review of past support sessions. He also had concerns about the reliability and security of several cloud-based remote support solutions on the market.
The Solution
Pure Technology chose Bomgar as its remote support solution. Bomgar's solution enabled support session review, which was a critical feature for Pure Technology. The company could record all sessions and audit them should a customer service question arise. Bomgar's flexibility also supported the different workflows that Pure Technology had for its education and financial services clients. In the education sector, Pure Technology could quickly access a student's machine or help a teacher in a classroom resolve a problem. In the financial services sector, Pure Technology could provide backup for in-house IT personnel and monitor the financial services environments in a unique way using Bomgar's recording capabilities.
Operational Impact
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Case Study
Safety First with Folksam
The competitiveness of the car insurance market is driving UBI growth as a means for insurance companies to differentiate their customer propositions as well as improving operational efficiency. An insurance model - usage-based insurance ("UBI") - offers possibilities for insurers to do more efficient market segmentation and accurate risk assessment and pricing. Insurers require an IoT solution for the purpose of data collection and performance analysis
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Case Study
IoT platform Enables Safety Solutions for U.S. School Districts
Designed to alert drivers when schoolchildren are present, especially in low-visibility conditions, school-zone flasher signals are typically updated manually at each school. The switching is based on the school calendar and manually changed when an unexpected early dismissal occurs, as in the case of a weather-event altering the normal schedule. The process to reprogram the flashers requires a significant effort by school district personnel to implement due to the large number of warning flashers installed across an entire school district.
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Case Study
Transforming insurance pricing while improving driver safety
The Internet of Things (IoT) is revolutionizing the car insurance industry on a scale not seen since the introduction of the car itself. For decades, premiums have been calculated using proxy-based risk assessment models and historical data. Today, a growing number of innovative companies such as Quebec-based Industrielle Alliance are moving to usage-based insurance (UBI) models, driven by the advancement of telematics technologies and smart tracking devices.
