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Secure, Feature-Rich Remote Support for Next Generation IT Solutions
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Remote Asset Management
- Remote Collaboration
- Remote Control
Services
- Cloud Planning, Design & Implementation Services
- System Integration
The Challenge
Intility, a Norwegian company providing a cloud-based IT platform and 24/7 IT management services, was using a variety of tools to provide remote support to its users. However, an internal analysis of the effectiveness of the company’s remote support capabilities led it to search for a more robust solution. The company needed a solution that could deliver the security capabilities and range of features required to meet its goals. Providing robust support for business productivity software and specialized applications was also an important goal. The company needed a solution that could help it avoid downtime for these kinds of applications and provide effortless access to its clients’ systems, no matter what operating system they’re running.
About The Customer
Intility is a Norwegian-headquartered company that provides a cloud-based IT platform, which offers unlimited and scalable access to compute, storage, data, network and integrated app services, as well as 24/7 IT management services. The organization supports more than 15,000 users in approximately 500 companies that range from small and medium-sized businesses to international enterprises. Established in 2000, Intility has more than 250 employees. Its solutions and services represent a next generation alternative to traditional operating models in which companies establish and manage dedicated IT platforms on their own or with external suppliers.
The Solution
After evaluating potential popular remote support solutions, Intility’s technical team found that only Bomgar delivered the security capabilities and range of features required to meet the company’s goals. Intility chose to implement Bomgar’s virtual appliance in its VMware environment. Bomgar resides safely inside Intility's virtual network and its encryption technologies meet the company's very strict compliance standards. Bomgar has greatly enhanced the productivity of Intility’s technical support team by making the process of establishing connections with user devices seamless for the technician and the user, even if the user is behind a firewall that Intility doesn’t control. Bomgar’s chat features have dramatically changed how Intility handles support requests, helping users initiate sessions and get assistance much more quickly. Chat also improves collaboration among Intility’s team, enabling representatives to engage with each other as well as distribute sessions within the team to match incoming support requests with the best qualified resources in a timely and cost-effective manner.
Operational Impact
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