Johns Hopkins University Applied Physics Lab Improves IT Support with Bomgar
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar Remote Support
Tech Stack
- Remote Support Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
- National Security & Defense
Use Cases
- Remote Collaboration
Services
- System Integration
About The Customer
The Johns Hopkins University Applied Physics Laboratory (APL) is a not-for-profit center for engineering, research, and development. It is dedicated to solving complex research, engineering, and analytical problems that present critical challenges to the United States. Located north of Washington, D.C., APL is a division of one of the world’s premier research universities, The Johns Hopkins University (JHU). The Laboratory was organized to develop a critical World War II technology in 1942. Sponsors include most of the United States’ pivotal government agencies. The Lab’s expertise includes highly qualified and technically diverse teams with hands-on operational knowledge of the military and security environments.
The Challenge
The Johns Hopkins University Applied Physics Laboratory (APL) was facing challenges with its IT remote support solutions. The existing solutions were not meeting the organization's rigorous security standards and were unreliable, leading to session-connect failures 25% of the time. This was causing frustration among users and resulting in unnecessary onsite visits. The annual downstream costs due to these failures were estimated to be $100,000, equivalent to the cost of two full-time employees. The ITSD team at the lab decided to improve their IT services in terms of security, reliability, and cost.
The Solution
The ITSD team at APL performed an analysis on several remote support solutions, testing them for reliability, security, and functionality. They chose Bomgar because it met their rigorous security standards, retained all support session data onsite, required session permission from the user, and enabled the Lab to maintain a complete audit trail through session recording. Bomgar also provided a remote support solution for the various platforms required. The analysis revealed that Bomgar prevented tickets from passing to the onsite repair team, connected 20 to 30% faster compared to competitors, and successfully connected 99% of the time.
Operational Impact
Quantitative Benefit
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