Informatics Merseyside: A Higher Level of Customer Support

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Informatics Merseyside

Prior to using Bomgar, Informatics Merseyside 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 went to the location to evaluate what was happening and resolve the issue. Additionally, the IT team supported numerous network domains due to organizational mergers that had taken place to form the Merseyside Health economy. The remote support tools that Informatics Merseyside was using were domain specific, requiring technicians to use multiple tools to provide support across all of the domains. As a result of these issues, the organization began searching for a remote support solution with broader capabilities.

While evaluating a number of potential remote support solutions, Parker was introduced to Bomgar. “I discovered Bomgar when one of our software vendors helped us with an issue we were having with their software. They used Bomgar during our session and I was impressed with how easy it made things for me and the visibility it provided the support representative. I decided to take a closer look.” In finding a solution that would assist the QIPP initiative and provide support for all of Informatics Merseyside’s sites, Parker’s list of goals included ensuring security. The NHS has a strict infrastructure guideline, put in place by Connecting for Health, and the solution that they chose had to meet its compliance requirements. The cloud-based remote support solutions Parker reviewed did not meet the security guidelines because they were hosted outside of the UK. He was immediately impressed with the security certifications held by the Bomgar appliance and the fact that it could be deployed within the company’s network.

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