Robust and Secure Remote Support for a Leading U.K. Public Utility
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Bomgar Remote Support
- Sunrise IT Service Management software
Tech Stack
- Windows-based PCs and tablets
- Citrix interface
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Utilities
Applicable Functions
- Logistics & Transportation
- Maintenance
Use Cases
- Remote Asset Management
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Northumbrian Water Group is a leading public utility in the UK, providing water and sewerage services to 2.7 million people in the north east of England. The utility serves the major population centers of Tyneside, Wearside and Teesside as well as large rural areas in Northumberland and County Durham. Additionally, the company supplies water services to approximately 1.8 million people in the Essex and Suffolk areas of south east England. With a constant focus on its core competencies of water and waste water management, Northumbrian Water Group aims to deliver value to all stakeholders by being a leading performer in the industry. The company is firmly rooted within the communities it serves, demonstrating its commitment through initiatives such as Water for Health, affordable housing and its approach to corporate responsibility.
The Challenge
Northumbrian Water Group, a leading public utility in the UK, was facing challenges with its existing service management tool. The tool was inadequate in tracking the performance of the support team and compliance with service level agreements. The end-user experience was also unsatisfactory. The company was transitioning from terminal devices to Windows-based PCs and tablets, which required a new solution for effective remote support. The company's strict security requirements, due to its status as a public utility, also necessitated a solution that would not introduce vulnerabilities to the network infrastructure.
The Solution
Northumbrian Water Group chose Bomgar Remote Support as their new service management tool. Bomgar integrates well with Sunrise IT Service Management software, which the company was already using. Bomgar's appliance architecture, hosted within Northumbrian Water Group’s network and firewalls, and its 256-bit Advanced Encryption Standard (AES) SSL encryption of all session data, met the company's strict security requirements. Bomgar's session recording capability was also an important feature for the company, enabling them to track their support team’s performance and create videos for their knowledge base library. The end-user experience has improved since implementing Bomgar Remote Support. The service desk team can now provide a URL for the user to initiate a Bomgar remote support session, providing a more streamlined approach than the thin client shadowing previously used.
Operational Impact
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