Remote support is the most cost-effective solution the Norton Healthcare support organization has found for increasing customer satisfaction, reducing disruptions in productivity and meeting HIPAA compliance regulations. Implementing Bomgar has changed the way they do business and they realized a return on investment in just eight months.

What really captured the CIO’s attention was the significant cost savings with Bomgar. Be¬cause nearly one-third of the DJO workforce is remote, employees would often use over¬night shipping to send a dysfunctional computer to the IT department. Then, they’d expect the computer to be shipped back overnight after it was repaired. With Bomgar, the same issues can be addressed in one hour – versus three days of productivity loss and overnight shipping costs.

“Many of the other toolsets are either managed by another group in an outsourced model, where you don’t have full control over that connection, or they leave an agent running on that desktop or PC or server,” says Dennis Scales, Internal Director of IT, FIS. “With Bomgar, we don’t have that problem. We connect when the end-user requests support, and then upon completion, leave no footprint.”

After evaluating several remote support solutions, Memorial Hermann’s physician support taskforce selected Bomgar because it was the only solution to meet their criteria. Bomgar aids the support team with HIPAA compliance requirements because it leaves no footprint on the remote system and Memorial Hermann’s implementation requires the end-user to initiate and control the remote support session.

"When you’re dealing with government agencies or healthcare organizations, security, logging and auditability is paramount. We needed a tool that could provide both help desk efficiency and best-in-class security."

The IT team of America's leading technological university can now provide remote desktop support to all of its end-users with Bomgar™, regardless of operating system.

Fiserv selected Bomgar's remote support appliance as the foundation for its vTrips (virtual trips), eliminating the cost and productivity issues caused by travel.

PlumChoice support agents drove the quick adoption from GoToAssist™ to Bomgar. The reaction to the change was "revolutionary," says Surace. In addition, they are able to "provide the support they were trained to do."

As CMU's off-campus and online enrollment continued to expand, the Office of IT realized it needed a more effective and flexible way to support geographically dispersed students and prospects.

As an open-sourced IT organization, Linux support was a critical factor. Now not only can the Zappos.com IT team support Linux, they can also support Windows, Mac and mobile devices.

The IT support team at the Johns Hopkins Bloomberg School of Public Health is able to provide the same quality of support to students and faculty calling in from Botswana as they are to those calling in from an on-campus research building.

"We chose Bomgar over LogMeIn because we couldn’t depend on the SaaS vendor. It was just one fiber cut away from being cut off from the world. That’s not a risk we were willing to take."

Activant plans to expand the use of Bomgar in their support organization even more. They are currently working on initiatives that include introducing the use of Jump Technology for connecting to unattended systems and integrating a customer support knowledgebase.