UNC Healthcare: Delivering Effective IT Support Across A Healthcare System
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Bomgar
Tech Stack
- Bomgar’s Jump Client
- 256 bit Advanced Encryption Standard SSL
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Maintenance
- Human Resources
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
- Software Design & Engineering Services
About The Customer
UNC Health Care is a not-for-profit, integrated healthcare system owned by the State of North Carolina and based in Chapel Hill. It exists to further the teaching mission of the University of North Carolina and to provide state-of-the-art patient care. A distinguishing characteristic of UNC Health Care is its association with the UNC-Chapel Hill School of Medicine, a nationally eminent research institution. This relationship gives UNC Health Care a powerful pathway for moving the results of biomedical research from medical school laboratories to patient care settings. UNC Health Care brings together more than 20,000 employees, doctors and nurses to care for patients from all 100 counties in North Carolina and surrounding states. In addition to five specialty hospitals, the system includes seven regional hospitals. This comprehensive approach connects communities with the healthcare resources they need, provided by the local hospitals and doctors they trust.
The Challenge
The UNC Health Care system had a diverse set of remote support tools and user support workflows as a result of the acquisition over time of numerous regional hospitals, each with their own IT practices in place. UNC Health Care’s executive management set the goal of standardizing IT support across the healthcare system. In addition, UNC Health Care was planning to implement a new electronic health records and hospital management software system with twenty two different modules, and the IT department knew that implementation command center would need an efficient and effective way to provide training and support for thousands of users who would be learning to use the new software.
The Solution
UNC Health Care’s IT department evaluated a number of possible solutions, including DameWare, LogMeIn, and Citrix GoToMeeting and GoToAssist, in addition to Bomgar. Among the solutions tested, Bomgar was unique in its ability to meet all of the healthcare system’s needs. Bomgar’s ability to not only make it easy for UNC Health Care to troubleshoot issues for their users, but also create recordings and use those for training purposes, made it a perfect fit to help them achieve their goals. The Bomgar solution proved indispensable during UNC Health Care’s implementation of the EMR system. During the implementation, there were 90 software consultants on-site all trained to use Bomgar to help the doctors, nurses, administrative staff and other end users of the software. It was a major rollout, and thanks to Bomgar, all users had to do was click the life preserver on their screen to get immediate help from a consultant.
Operational Impact
Quantitative Benefit
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