DJO LLC / Rightstar Systems
公司规模
Large Corporate
地区
- America
- Europe
国家
- United States
产品
- Bomgar
- BMC Service Desk Express
技术栈
- Remote Support Solutions
- IT Service Management
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Productivity Improvements
- Customer Satisfaction
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 医疗保健和医院
用例
- 远程资产管理
- 远程协作
服务
- 系统集成
- 软件设计与工程服务
关于客户
DJO Incorporated is a leading global provider of high-quality, orthopedic devices, with a broad range of products used for rehabilitation, pain management and physical therapy. DJO also develops, manufactures and distributes a broad range of surgical reconstructive implant products. DJO is the largest non-surgical orthopedic rehabilitation device company in the United States and among the largest globally, as measured by revenues. DJO believes that their strong brand names, comprehensive range of products, focus on quality, innovation and customer service, extensive distribution network, and strong relationships with orthopedic and physical therapy professionals have contributed to their leading market positions.
挑战
After a major merger, DJO grew from $400M to nearly $1B in revenue, as well as increased in employee size by more than 60 percent. Starting with one IT department, DJO, LLC now had multiple IT departments with numerous support channels and a veritable hodgepodge of support tools. This led to confusion, lack of productivity and increased support costs. IT leadership, with the assistance of systems integrator and trusted advisor RightStar Systems, determined that they needed a single, streamlined solution that would enable each support desk to support employees in any location, so they began an evaluation of what they coined, “borderless support” solutions.
解决方案
After evaluating several remote support solutions which were in use at the various global IT departments, DJO’s partner, RightStar Systems, steered them toward Bomgar. According to Larry Herrmann, Manager of Global IT Customer Support, DJO LLC, what drove the selection of Bomgar was the centralized, automated audit trail and the ability to integrate with DJO’s current service desk tool, BMC Service Desk Express. “We fall under SOX [Sarbanes-Oxley], HIPAA [The Health Insurance Portability and Accountability Act], and the HITECH Act [The Health Information Technology for Economic and Clinical Health] regulation requirements,” Herrmann says. “So, we really need to maintain an audit trail as compliance is extremely important. And as a support manager, allowing my team to stay within one user interface is critical.”
运营影响
数量效益
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