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BeyondTrust > Case Studies > Major Healthcare System Redefines Support Center with Remote Support
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Major Healthcare System Redefines Support Center with Remote Support

Technology Category
  • Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Maintenance
  • Logistics & Transportation
Use Cases
  • Remote Asset Management
  • Remote Collaboration
Services
  • System Integration
The Challenge
Norton Healthcare, a major healthcare system based in Louisville, Kentucky, was facing increasing complications in its support center. With five hospitals, 10 immediate care centers, 9,700 employees, 280 medical providers at over 50 locations, and nearly 2,000 physicians on its medical staff, the support center was dealing with a wide range of issues. The support team was interested in remote support as a way to reduce costs and increase productivity. However, they were facing challenges with long phone sessions, increasing escalation rates with the emergence of new devices such as BlackBerry, and the need to support a new hospital. They had attempted to develop a homegrown remote support tool, but these attempts had failed. They were looking for a solution that would connect to all of their users, reduce costs, meet HIPAA compliance requirements, and increase customer satisfaction.
About The Customer
Norton Healthcare is a major healthcare system based in Louisville, Kentucky. It operates five hospitals, 10 immediate care centers, and has 9,700 employees. The organization also has 280 medical providers at over 50 locations and nearly 2,000 physicians on its medical staff. The support center at Norton Healthcare deals with a wide range of issues, given the size and complexity of the organization. The support team was interested in finding a remote support solution that could help them reduce costs, increase productivity, meet HIPAA compliance requirements, and increase customer satisfaction.
The Solution
Norton Healthcare decided to seek a remote support solution that would meet all of their needs. They conducted thorough research, involving their entire team in the testing phase. They examined various solutions, including installed applications, appliance-based remote support, and software-as-a-service vendors. They were looking for a solution that would lower costs through concurrent licensing, increase first-call resolution, lower incident handling times, decrease call escalations, and reduce on-site visits. The solution also needed to meet HIPAA compliance standards, including data encryption and session recording. After a 100 percent team vote, they selected Bomgar, an appliance-based remote support solution. This solution met all of their specifications and they discovered value beyond the calculated ROI number. The solution reduced their training overhead, allowed them to bring in vendors without setting up VPN access for each vendor rep, and decreased on-site timeshare support visits by 90%.
Operational Impact
  • Reduced incidence handling times - call times have dropped 30 to 60%
  • Streamlined support process - Bomgar has become the preferred tool for remote support, used for 60 to 70% of support cases
  • Increased first call resolution - the support reps can now see what’s happening on the customer’s screen, leading to a 55% increase in closing support cases on the first call
Quantitative Benefit
  • Call times have dropped 30 to 60%
  • Bomgar is used for 60 to 70% of support cases
  • 55% increase in closing support cases on the first call

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