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BeyondTrust > Case Studies > Remote Support Capabilities That Meet The Evolving Needs Of A Major Health System
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Remote Support Capabilities That Meet The Evolving Needs Of A Major Health System

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Maintenance
Use Cases
  • Remote Asset Management
  • Remote Collaboration
Services
  • System Integration
The Challenge
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.
About The Customer
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.
The Solution
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.
Operational Impact
  • Bomgar has enabled the technical support team to maintain an impressive first call resolution rate of approximately 87 percent.
  • Team leads and subject matter experts can easily join an ongoing session when needed to help a support desk technician resolve an issue.
  • Bomgar allows the remote support technicians to establish sessions and help users whether they are on the organization’s network or at a location where the connection must be established over the Internet.
Quantitative Benefit
  • First call resolution rate of approximately 87 percent.
  • Setting up remote support sessions with Bomgar takes on average one and one half to two minutes less than with the previous solution.

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