Secure Remote Support and Robust Chat Capabilities Serve a Leading Research Institution
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar
Tech Stack
- Chat Support
- Remote Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Indiana University (IU) is a major public research institution, grounded in the liberal arts and sciences and recognized as a world leader in professional, medical and technological education. IU has eight campuses, including core campuses in Bloomington and Indianapolis and six regional campuses across the state. With a total student population of more than 114,000, IU’s mission is to provide broad access to undergraduate, graduate and continuing education for students throughout Indiana, the United States and the world, along with outstanding academic and cultural programs and student services.
The Challenge
Indiana University (IU) had a need for a more efficient remote support and chat capabilities. In 2007, the IU Clinical Affairs schools had four service technicians supporting approximately 600 desktops, as well as 800 faculty and staff. The technicians, after unsuccessful attempts to incorporate remote support into their workflow, typically needed to make a site visit when a device required attention. The service technicians tried other tools, but these solutions were slow and they often dropped connections. The university's University Information Technology Services had developed an extensive chat support resource, but when the company providing the solution was purchased, the support for the solution began to deteriorate.
The Solution
After reviewing several possible solutions, CAITS chose Bomgar because they liked its ease of use and reliable connections. Bomgar's chat capabilities seamlessly integrated with comprehensive remote support. UITS has a branded 'ithelplive' website that is available to anyone affiliated with IU for launching chat-based tech support. The ability to share sessions is also a vital feature when it comes to training new technicians. Security considerations also played a central role in CAITS and UITS choosing Bomgar. Having a solution that supports HIPAA patient confidentiality requirements is essential. Bomgar’s appliance works inside their firewall, and its fully encrypted sessions give them the protections they need.
Operational Impact
Quantitative Benefit
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