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BeyondTrust > Case Studies > Improving Technology Efficiencies with Seamless, Cost-Effective Remote Support
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Improving Technology Efficiencies with Seamless, Cost-Effective Remote Support

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
  • Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
  • Education
Applicable Functions
  • Logistics & Transportation
  • Maintenance
Use Cases
  • Remote Asset Management
  • Remote Control
Services
  • Software Design & Engineering Services
  • System Integration
The Challenge
The technology needs of District Five are supported by two help desk personnel and 13 representatives in the field. For remote support, District Five previously used a tool that came with its ticketing software and later moved to free tools such as Join.me and TeamViewer. However, the technical support team found that these tools lacked the features necessary to provide sufficient remote support to the growing district and decided to look for a more robust remote support solution. In researching possible solutions, Childs narrowed the choice down to Bomgar and LogMeIn Rescue and conducted a trial of both solutions.
About The Customer
School District Five of Lexington and Richland Counties in South Carolina encompasses a land area of approximately 196 square miles in part of both Lexington and Richland Counties. The school district is primarily a residential suburb located to the northwest of Columbia, the capital city of South Carolina. District Five operates a total of twelve elementary schools, four middle schools, five high schools and one alternative school, serving approximately 15,000 students. District Five offers educational opportunities that challenge and stimulate thinking and problem solving and foster superior achievement. Its comprehensive educational program focuses on both academic and personal success for all students from early childhood education through grade 12 as well as adult and community education programs.
The Solution
The school district decided to implement Bomgar as their remote support solution. Bomgar stood out as the most cost-effective choice and one that would allow the district to keep an appliance on-site rather than requiring the bandwidth needed to support a cloud-based solution. It also made connecting to a user’s device extremely simple. Unlike other solutions, Bomgar doesn’t require the user to download a client onto their machine. It avoids that added layer of complexity for the user and the technician. With Bomgar in place, the representatives at the help desk can handle significantly more issues remotely, rather than having to send a field representative to provide on-site support.
Operational Impact
  • Bomgar is making it possible for the technical support team to share sessions. Multiple technicians can see a user’s screen and make troubleshooting suggestions.
  • Higher-level experts can jump into and out of sessions when needed, helping to resolve issues more quickly without “passing off” the end user in the process.
  • Bomgar’s Jump Client feature is helping Childs manage the districts numerous servers as well.
Quantitative Benefit
  • Increase the number of tickets closed in a year by 34 percent.

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