Remote Support Capabilities That Help Drive a Managed Service Provider’s Success
Company Size
11-200
Region
- America
Country
- United States
Product
- Bomgar
Tech Stack
- Remote Support Solutions
- Bomgar’s Embassy feature
- Bomgar’s Canned Scripts feature
- Bomgar’s Intel vPro integration
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
- Training
About The Customer
Sora Technologies is a managed service provider that operates as an enterprise-class IT department for small and medium-sized businesses. The company is headquartered in Peoria, Illinois, and offers its clients a fast, reliable network, fixed technology support costs, and peace of mind knowing that everything in IT is under control. Working with Sora Technologies gives companies true control over the cost, performance, and effectiveness of information technology. The company was founded in 2010 by Jacob (“Jake”) Adams, who evaluated a number of companies that offered remote support solutions before launching Sora Technologies.
The Challenge
Sora Technologies, a managed service provider, was seeking a remote support solution that would complement its business model, which was based on the idea of doing 80% of their work remotely and maximizing the number of devices they could support per technician. The remote support tool they chose would have a direct impact on successfully executing this business model. They needed a solution that offered high-level security capabilities, as they serve many clients in the healthcare and financial services industries where security is a top priority. They also needed a solution that was easy to use and would enhance productivity.
The Solution
Sora Technologies chose Bomgar as their remote support solution. Bomgar stood out due to its breadth of security capabilities, including 256-bit encryption, session recording, and removal from end-users’ computers when sessions end. These features support compliance with HIPAA as well as Sarbanes-Oxley, PCI, and other financial security requirements. Sora Technologies also uses Bomgar to manage vendor access to its own systems, enhancing security. Bomgar’s Embassy feature allows secure, auditable, cross-platform remote access from vendors who need to regularly access Sora’s systems. Sora can create an Embassy for each vendor, and granularly control what each can or cannot access. Bomgar’s interface and feature set enhance productivity as well. Technicians can open many different sessions and organize them on tabs across the top of the console. The multi-session capability allows them to work other sessions during downtime. Sora also uses Bomgar’s Canned Scripts feature, which allows them to preprogram common troubleshooting steps that technicians can execute with a single click.
Operational Impact
Quantitative Benefit
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