Informatics Merseyside: Delivering IT Support for Every Aspect of a Wide-Ranging Healthcare System
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Bomgar
技术栈
- Remote Support Tools
- SCCM Solutions
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Productivity Improvements
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
关于客户
Informatics Merseyside is an organization that provides IT support to more than 11 National Health Service (NHS) healthcare trusts in the Merseyside metropolitan area of North West England. The organization's services include service desk support, desktop support, Voice & Data, Technical Support, Training, Software & Web Development, and IM&T project management. Informatics Merseyside is responsible for approximately 300 sites and 20,000 desktops. Additionally, it supports mobile devices for the clinicians, nurses, and administrators working within the Merseyside Care health economy. The organization's ultimate objective was to consolidate to one remote support tool that could be effectively and securely used no matter where an issue arises within its partner organizations and no matter what device is being used.
挑战
Informatics Merseyside, an organization providing IT support to more than 11 National Health Service (NHS) healthcare trusts in the Merseyside metropolitan area of North West England, faced several challenges in delivering efficient support. The organization was responsible for approximately 300 sites and 20,000 desktops, and it also supported mobile devices for the clinicians, nurses, and administrators working within the Merseyside Care health economy. However, it had network connectivity to only some of the sites it was responsible for supporting. In the event a user had an issue at one of the sites where there was no connectivity, a support representative had to physically go to the location to resolve the issue. Additionally, due to organizational mergers, the IT team had to support numerous network domains, requiring technicians to use multiple tools to provide support across all of the domains.
解决方案
Informatics Merseyside decided to implement Bomgar, a remote support solution with broader capabilities. Bomgar was chosen for its security certifications and its ability to be deployed within the company’s network, meeting the strict infrastructure guidelines of the NHS. Bomgar’s seamless connectivity with internal processes and systems was another important consideration. It ensured that technicians could connect no matter what system was involved, allowing them to begin troubleshooting with just a few clicks. With Bomgar in place, Informatics Merseyside’s support team saw immediate results. The number of onsite calls technicians had to make reduced significantly, as did the resolution time for end users. Bomgar also improved workflow for second and third tier support representatives, who now use it to collaborate on advanced issues, further reducing the need to visit the end user’s location when an issue proves too difficult for the first tier to resolve.
运营影响
数量效益
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