With five hospitals, 10 immediate care centers, 9,700 employees, 280 medical providers at over 50 locations, nearly 2,000 physicians on its medical staff, Louisville, Ky. based Norton Healthcare's support center sees its share of complications. After failed attempts at developing a homegrown remote support tool, they sought a remote support solution that would connect to all of their users, reduce costs, meet HIPAA compliance requirements and increase customer satisfaction.

Mitch Bryant, manager of the Norton Healthcare support center, says his support team became interested in remote support as a way to reduce costs and increase productivity. They knew they needed a better way to provide support when phone sessions were lasting into the 40-minute range, escalation rates were increasing as new devices such as BlackBerry emerged and they were facing supporting a new hospital.