Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Malcolm Hooper, Operations Manager, Practice Partner:
Thank you John. I wanted to – well, first of all, I wanted to thank you all for attending. It's my pleasure to talk about our story and what our technical support department faced in the past couple years and describe how we found a solution, and how it's been working quite well.

To begin with I want to talk about who we are and then I would like to talk about how we used to connect to Bomgar™ prior to, excuse me, how we used to connect to PCs prior to Bomgar™. Then, I want to talk about what kind of solutions we looked for and where we looked for those solutions. And then, how Bomgar™ fit our needs. And finally, I'd like to add some concluding remarks.

Practice Partner is a software application company. We develop products for the medical records, so electronic medical records, and we develop medical billing and medical scheduling software for the healthcare industry. We're located in downtown Seattle and we started in 1983, pretty much in the beginning of the PC age. So, we've been around for quite awhile and our product has also gotten to be quite complex over the years. And, we've added quite a bit of third-party applications as well as connections to SQL Server, and Oracle, and other back end databases. We have 1,500 customers throughout the U.S. including about 6,000 providers that are using our product; 125 employees and we're an all-in-one shot meaning that we develop the application, we run the QA on it, we produce – we actually produce it here, we create the media that we send out to customers including the documentation, and we support it, implement it, and provide all the customer service.

We have three departments that need to connect to PCs at our company. First of all, our technical support department. They are our biggest users and they connect to our customers who reside across the U.S. And, we also have an Implementation and Consulting Department and they're responsible for training and installing the software, and they also use this product heavily. And finally, we have our own internal IT department and our IT department uses it to connect to our employees PCs and to solve and resolve problems.