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Jackson, MS, United States, 2014/12/04 - Bomgar, the leader in enterprise remote support solutions, today announces UNC Health Care is using its solution to deliver effective IT support - Bomgar.com.
• UNC Health Care is a not-for-profit integrated health system owned by the State of North Carolina and based in Chapel Hill with more than 20,000 employees, doctors and nurses to care for its patients.
• Bomgar helps UNC Health Care provide consolidated and secure remote support, and also securely allows vendors to support systems on their network.
UNC Health Care is a not-for-profit, integrated health system owned by the State of North Carolina and based in Chapel Hill. It brings together more than 20,000 employees, doctors and nurses to care for patients from all 100 counties in North Carolina and surrounding states. In addition to five specialty hospitals, the system includes seven regional hospitals.
The UNC Health Care system had a diverse set of remote support tools and user support workflows as a result of the acquisition over time of numerous regional hospitals, each with their own IT practices in place. UNC Health Care's executive management set the goal of standardizing IT support across the healthcare system.
"Our leadership wanted our IT department to have one face for all of our hospitals," said Annette Davis, IT director, UNC Health Care IT service desks. "Standardizing on a single remote support solution that would enable a common workflow was critical to accomplishing this goal." In addition, UNC Health Care was planning to implement an electronic health records and hospital management software system, and Davis knew that its implementation command center would need an efficient and effective way to provide training and support for thousands of users throughout the system who would be learning how to use the new software.
The Bomgar solution proved indispensable during UNC Health Care's implementation of the electronic health records software system. During the implementation, there were 90 software consultants on-site all trained to use Bomgar to help the doctors, nurses, administrative staff and other end users of the software. The UNC IT team was also able to set up Bomgar access and permissions for the software’s consultants ahead of time. This reduced the workload once the project began to be rolled out and also gave them peace of mind that their strict security requirements would not be compromised.
UNC Health Care's desktop support and service desk teams field a wide variety of calls from the healthcare systems approximately 20,000 users. "We get questions about how to use various software applications as well as other problems users are having with their laptops and desktop PCs," said Davis. "We have deployed the
Bomgar button to devices and customized it to look like a round life preserver. If a user is having difficulty with something, all they have to do is click on the life preserver, which brings them right to the IT department's remote support portal to initiate a Bomgar session. The remote support capability enables us to effectively reach everywhere in the hospital system, even otherwise challenging environments such as the operating rooms," said Davis.
Bomgar helps Davis and her teams keep IT operations running smoothly. Features such as File Transfer, Jump Clients and session monitoring allow her to deliver high quality IT support. She notes that the most important benefit of consolidation on Bomgar is that it helps ensure that everyone in the hospital system has the same quality experience when seeking IT support. "At the end of the day, Bomgar's ability to not only make it easy for us to troubleshoot issues for our users, but also create recordings and use those for training purposes, made it a perfect fit to help us achieve our goals," said Davis.
Bomgar (bomgar.com) is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organizations 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 8,500 organizations 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, London and Singapore.