Remote Support Capabilities That Meet The Evolving Needs Of A Major Health System
公司规模
1,000+
地区
- America
国家
- United States
产品
- Bomgar
技术栈
- Bomgar’s Reboot feature
- Bomgar’s Jump Client feature
- Bomgar’s Screen Annotations feature
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- 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
适用功能
- 维护
用例
- 远程资产管理
- 远程协作
服务
- 系统集成
关于客户
Northwell Health is the nation’s 14th-largest health system, delivering world-class clinical care throughout the New York metropolitan area, pioneering research at The Feinstein Institute for Medical Research, a visionary approach to medical education highlighted by the Hofstra Northwell Health School of Medicine, and healthcare coverage to individuals, families and businesses through the CareConnect Insurance Co. Inc. As a national healthcare leader, Northwell Health is committed to excellence, compassion and improving the health of the community. The health system cares for people at every stage of life at 21 hospitals and approximately 450 outpatient physician practices throughout the region. Northwell’s owned hospitals and long-term care facilities have more than 6,600 beds, employ more than 13,300 nurses and are affiliated with approximately 10,300 physicians. With a workforce of more than 61,000, North Shore-LIJ is the largest private employer in New York State.
挑战
Northwell Health was initiating plans to replace its existing IT service management solution and wanted to ensure that its new approach to providing IT services included more robust remote support capabilities than the health system had at that time. It was also critical that the new solution comply with stringent data security regulations that Northwell must meet, such as HIPAA. Turpin researched a number of potential remote support solutions, but only Bomgar met all of Northwell’s requirements.
解决方案
Bomgar’s Reboot feature solved another critical need, allowing Northwell’s support technicians to reestablish a session after rebooting a machine without having to involve the end user. The user experience has also been improved by the ease with which sessions can be established with Bomgar. Setting up remote support sessions with the previous solution was a more cumbersome and confusing process for Northwell’s user base, taking on average one and one half to two minutes longer than establishing those sessions with Bomgar. For end users on Northwell’s network, Bomgar’s Jump Client feature further expedites establishing connections, even for unattended machines. Bomgar’s security features, including its appliance-based architecture and 256-bit Advanced Encryption Standard (AES) SSL to encrypt all application communications, provide Northwell Health with the data safeguards required to comply with HIPAA’s patient confidentiality requirements.
运营影响
数量效益
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