The University of Bedfordshire: Expanding the Reach of Support for Faculty and Staff
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Bomgar
Tech Stack
- Remote Support Tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Use Cases
- Remote Collaboration
Services
- System Integration
About The Customer
The University of Bedfordshire is a university located in Bedfordshire, England. It has a diverse population of approximately 23,000 students from more than one hundred countries. The university’s primary campuses are in Luton and Bedford, and it also has four auxiliary campuses. The University of Bedfordshire’s mission is to create a multi-cultural learning community that enables people to transform their lives by participating in excellent, innovative education, scholarship, and research. The university has a dedicated IT team of around 46 support representatives who provide IT support to faculty and staff.
The Challenge
The University of Bedfordshire, with a diverse population of approximately 23,000 students from over one hundred countries, was facing challenges in providing efficient IT support to its faculty and staff. The university's IT support team, consisting of around 46 representatives, was using a variety of tools to provide remote support. This lack of a unified system was causing inefficiencies and limitations in their ability to provide support, especially to faculty and staff who were traveling or based in different locations. The university needed a solution that could consolidate their tools and extend the reach of their support representatives.
The Solution
The university adopted Bomgar, a remote support tool, as part of an initiative to improve the IT team’s service to users. Bomgar allowed the IT support representatives to connect to users no matter where they were, greatly extending their reach. The tool's feature-rich and intuitive interface was appreciated by the representatives. Features such as automatic elevation of sessions to administrative control, dual control for better issue understanding, and secure file transfer capability were particularly valued. The university also utilized Bomgar's reporting capabilities to track incident resolution and time-to-resolution. The team is currently incorporating Bomgar’s canned scripts feature into their workflow to automate commands for common issues, further speeding up time-to-resolution.
Operational Impact
Quantitative Benefit
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