Remote Support: How Secure Are You?

Chuck Deaton, Humana:
So moving on to the next slide, the key points summary that I guess I kind of thought were the bigger ticket issues here were - are listed here on this line. And just kind of summarizing it, the security, again the hardening of the tunnel and the encryption and all that, it's all there with the Bomgar™ product; and many products have that, so that turns out to be - not to differentiate in the decision-making process, just the requirement.

And then this concept of providing incident-based or ad-hoc real time remote control support. You - in today's environment, Humana demands a high level of service, and we require ourselves to provide that same high level of service to our downstream customers and partners. So you gotta be able to connect very, very quickly and with minimal ease. I mean, it has to be simple and easy. And Bomgar™ provides a super-fast connection with very little effort or - and quite frankly - very little technical knowledge to get that accomplished. And we're keen on the concept of not extending the chain of trust when it comes to our information assets; and our information assets are electronic, information assets happen to be contained by systems, so therefore, we don't want to involve anything more than us and the customer. Then that gives us a great deal of autonomy there with being able to maintain our high level of support. If anything goes wrong, it's with us or it's with the customer. Nobody else to blame or to be involved. And the concept of being economical at large and small scales, we have to have something that's easy to install, and easy to repair, and easy to maintain. And it cannot scale in economics or cost linearly. If we scaled huge amounts of users in a short period of time, the cost really should go down in our opinion, and the amount of hardware it takes to process it should stay relatively low.

And then simplicity and easy of use and speed: To be able to give a user population access to a tool and not require much if any learning curve with the tool, I can't tell you how valuable that is.