BeyondTrust > Case Studies > Remote Support That Helps Deliver An Exceptional Customer Experience

Remote Support That Helps Deliver An Exceptional Customer Experience

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Company Size
1,000+
Region
  • America
Country
  • Canada
  • United States
Product
  • Bomgar Remote Support
Tech Stack
  • Remote Support Software
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Cost Savings
  • Customer Satisfaction
  • Productivity Improvements
Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Healthcare & Hospitals
Services
  • System Integration
  • Training
About The Customer
Carestream Dental is a company that develops and supports practice management software and digital radiography equipment for oral health professionals. The company's solutions manage every point in a patient's visit, from appointment scheduling and check-in, to medical charting, producing chair side treatment cards, office activity reporting, and insurance claims. Serving more than 20,000 practices in the United States and Canada—including dentists, orthodontists, and oral surgeons—the company employs approximately 250 support representatives to provide remote technical support and training for its clients.
The Challenge
Carestream Dental, a company that develops and supports practice management software and digital radiography equipment for oral health professionals, was facing challenges with its remote support system. The company was using pcAnywhere, but the system was unreliable and difficult to use, causing issues with connection and hindering the provision of remote support to clients. The company needed a more reliable and user-friendly solution that could replace the first-generation remote support tools and enable support representatives to easily diagnose, control, and fix remote attended and unattended computers and mobile devices.
The Solution
Carestream Dental implemented Bomgar, a remote support solution, to overcome the challenges it was facing with its previous system. Bomgar made it easy for Carestream Dental to establish remote connections with customers, improving the customer experience. The company uses Bomgar to support a wide variety of issues, from software problems and updates to 'how-to' training for clients. Bomgar's revolutionary Jump Technology allows technicians to remotely access and control unattended systems, enabling them to work on the device after hours or easily escalate a support issue to another technician. The solution also provides recording features that allow the company to audit what happened on a call after the fact and monitor day-to-day activity.
Operational Impact
  • Bomgar has become an integral part of the service Carestream Dental provides its customers.
  • The solution has made it possible for the company to handle large call volumes effectively by giving representatives the ability to run multiple support sessions at once and easily escalate or collaboratively share sessions.
  • The company is utilizing Bomgar’s revolutionary Jump Technology to remotely access and control unattended systems.
  • Bomgar’s recording features allow the company to audit what happened on a call after the fact and monitor day-to-day activity.
Quantitative Benefit
  • Increased first call resolution rate by 12%.
  • Reduced cost-per-closed call by 20 cents, delivering yearly savings of $70–$80,000.
  • Increased the company’s Net Promoter Score by more than 10 percentage points.

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