Raising the Bar for Healthcare Remote Support
Company Size
1,000+
Region
- America
Country
- Canada
- United States
Product
- Bomgar Remote Support
Tech Stack
- Virtual Network Environment
- Virtual Desktops
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Cybersecurity
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
- Training
About The Customer
Bomgar’s customer is a business in the healthcare industry with approximately 3,000 employees in the United States and Canada and 150 office locations. The organization uses Bomgar regularly to support users and access systems in the company’s various office locations. The demographics of the company’s workforce runs the gamut from millennials, who in general are very computer savvy, to older employees who often have little experience with computers and other electronic devices. Many of these employees are involved with data entry and commonly perform tasks such as scanning and printing documents. The company operates a virtual network environment and the majority of employees log into virtual desktops to do their work.
The Challenge
The healthcare company, with approximately 3,000 employees in the United States and Canada and 150 office locations, operates a virtual network environment with the majority of employees logging into virtual desktops to do their work. The demographics of the company’s workforce runs the gamut from millennials, who in general are very computer savvy, to older employees who often have little experience with computers and other electronic devices. Many of these employees are involved with data entry and commonly perform tasks such as scanning and printing documents. The company has grown rapidly over the past several years through multiple acquisitions and is segmented into multiple, unique brands. The company routinely accesses medical records and, as a result, takes numerous measures to comply with HIPAA and the Common Security Framework of HITRUST.
The Solution
The Director of IT Customer Support chose Bomgar Remote Support with a virtual appliance deployment. Help desk techs use Bomgar to connect to an end user who is experiencing an issue and see exactly what they are seeing. They can connect to a device immediately with Bomgar while taking a support call or responding to an online ticket. The IT staff frequently uses Bomgar’s recording feature to collaboratively share information within the IT team. Bomgar’s advanced security features support the company's measures to comply with HIPAA and the Common Security Framework of HITRUST, including advanced encryption, audit logs and recordings of all sessions. The IT team takes advantage of Bomgar’s expansive feature set, including File Transfer, Jump Client agents, and Chat.
Operational Impact
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