JMC IT: Providing Superior Service to a Dispersed Customer Base
Company Size
200-1,000
Region
- America
- Asia
- Europe
Country
- United Kingdom
- United States
Product
- Bomgar
Tech Stack
- VPN
- Citrix Access Gateway
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Logistics & Transportation
- Maintenance
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
About The Customer
JMC IT is responsible for the successful IT operations of some of the biggest global brand names in sport and leisure, including Manchester United FC, Everton FC and Liverpool FC, alongside some of the UK’s fastest growing professional services companies and housing associations such as Your Housing. Founded in 1981, JMC delivers IT support and expertise to companies and organisations across the UK and has grown to support more than 450 clients. The SupportCare team at JMC provides everything from incident handling to on-site installation and outsourced IT management, and prides itself on the quality of service that its employees deliver. JMC’s clients are primarily located within the North of England, but often have remote or satellite offices around the UK, Europe, US and Asia. End users are supported by a 25-person team based within JMC’s offices, as well as another 20 engineers and consultants that provide additional assistance and help when required.
The Challenge
JMC IT, a company that provides IT support and expertise to companies and organizations across the UK, was looking to expand its remote support solution. The company's clients are primarily located within the North of England, but often have remote or satellite offices around the UK, Europe, US and Asia. Changes in IT, like greater calls for staff flexibility, the evolution of remote working and Bring Your Own Device (BYOD) initiatives, have all had an impact on IT support requirements. Keeping pace with these dynamic IT changes means that JMC is continually looking at its own support services and how they meet customer requirements. Prior to implementing Bomgar, remote access to customer devices was undertaken on an ad-hoc basis and via a wide variety of different technologies. While access was always secure and conducted via VPN or Citrix Access Gateway, the ability to conduct all sessions in the same way was not possible.
The Solution
JMC IT decided to implement Bomgar's appliance-based solution to expand its remote support solution. The decision was based on the requirement for security and audit control, as well as the ease of use for the support team that would be working with the tool on a day-to-day basis. The Bomgar solution was chosen for its simplicity, security and audit features, which were far above the other solutions on the market. The return on investment exercise that JMC went through also demonstrated extremely strong results. After the implementation of the Bomgar appliance was completed, the support team saw a significant improvement in both service to end users and support staff productivity. The JMC team has also been able to promote remote worker support and Bring Your Own Device / Mobile support as part of its overall service offerings, as Bomgar allows them to support a wide range of mobile, tablet and PC devices.
Operational Impact
Quantitative Benefit
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