• Informatics Merseyside is using the Bomgar remote support solution to provide IT support to over 11 National Health Service (NHS) healthcare organisations.
• Informatics Merseyside selected Bomgar because of its multi-platform support capabilities and adherence to the NHS Connecting for Health (CFH) compliance requirements.
Bomgar, a leading provider of secure remote support solutions, today announced that Informatics Merseyside has consolidated their remote support tools by implementing Bomgar, improving efficiencies as well as remote support security and compliance. Informatics Merseyside provides IT support to 11 National Health Service (NHS) healthcare organisations in the Merseyside metropolitan area of Northwest England. The company is responsible for providing service desk support, desktop support, Voice & Data, Technical Support, Training, Software & Web Development and IM&T project management to over 300 sites and 20,000 desktops, and supports mobile devices for the clinicians, nurses and administrators working within the Merseyside health economy.
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 technician travelled to the location to evaluate what was happening and resolve the issue. "The remote support tools we were using could only connect to systems on our network and were domain specific, requiring technicians to use multiple tools to provide support," said Steven Parker, technical innovation leader for Informatics Merseyside. "As a result of these issues, we began searching for a single remote support solution that would work with all of our computing platforms, both on and off our network."
Parker was introduced to Bomgar when one of the company's software vendors helped them with an issue. "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 technician," explained Parker. Along with enabling support technicians to do more with less, Parker noted that security was a key requirement. NHS Connecting for Health has strict infrastructure guidelines, and the solution they chose had to meet its compliance requirements. The cloud-based solutions Parker reviewed did not meet the security guidelines because they were hosted outside of the U.K., unlike Bomgar's appliance-based solution, which is housed within Informatics Merseyside's secure network. "I was immediately impressed with the security certifications held by the Bomgar appliance, and the fact that it could be deployed within our own network," added Parker.
With Bomgar in place, Informatics Merseyside's support team is seeing immediate results, including reductions in resolution times and number of onsite calls. The Bomgar solution has not only improved workflow for first tier support, but also for second and third tier support technicians. "By allowing multiple technicians to simultaneously work in a remote support session, Bomgar allows our support team to collaborate on advanced issues, further reducing the need to visit the end user's location when an issue proves too difficult for the first tier to resolve," said Parker.
Bomgar's robust multi-platform support is another feature that is helping Informatics Merseyside serve the Merseyside health economy. Parker noted: "Mobile is currently getting a big push right now across the NHS. We're pleased that Bomgar supports PCs, laptops, smartphones and tablets, as we have new projects that will involve issuing tablets to end users. It's comforting to know Bomgar provides us the functionality to support those devices, both now and going forward."
Stuart Facey, VP EMEA at Bomgar, emphasizes the importance of being able to connect to an end-user regardless of their location or the device being used. "The beauty of Bomgar is that it ensures the technicians can connect no matter what system is involved. A couple of clicks, and they can begin troubleshooting to get the user back up and running." Facey also noted the ability to access and fix a remote machine without having to be physically present is invaluable in the technical support environment. "Not only can technicians get an accurate reading of the problem at hand, but they can also solve the issue in a very efficient way."
For a full case study about Informatics Merseyside's use of Bomgar, please visit bomgar.com/customers.
Bomgar (bomgar.com) provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company's appliance-based products help organisations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world - including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organisations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London.