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BeyondTrust > Case Studies > Informatics Merseyside: Delivering IT Support for Every Aspect of a Wide-Ranging Healthcare System
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Informatics Merseyside: Delivering IT Support for Every Aspect of a Wide-Ranging Healthcare System

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Healthcare & Hospitals
Use Cases
  • Remote Asset Management
  • Remote Collaboration
Services
  • System Integration
The Challenge
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.
About The Customer
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.
The Solution
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.
Operational Impact
  • The number of onsite calls technicians have to make has reduced significantly.
  • Resolution time in many instances has decreased from an average of two days to 10 minutes.
  • The Bomgar solution has improved workflow for first tier support, and also for second and third tier support representatives.
Quantitative Benefit
  • Productivity gain due to reduction in physical visits.
  • Resolution time decreased from an average of two days to 10 minutes.

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