Enhancing Collaboration and End-User Satisfaction by Consolidating Remote Support
Customer Company Size
Large Corporate
Country
- Australia
Product
- Bomgar
Tech Stack
- Remote Support Solutions
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Flinders University is a well-established institution in Adelaide, South Australia. It was founded in 1966 and named after the English navigator Matthew Flinders who explored and surveyed the southern Australian coastline in 1802. The university started with 90 staff members and 400 students and has since grown to approximately 2,500 staff and 20,000 students. Flinders University is renowned for the quality and innovation in its courses and its emphasis on research. It offers a wide range of undergraduate and postgraduate courses at its main campus, as well as at other locations in Australia and across the globe.
The Challenge
Flinders University, a well-established institution in Adelaide, South Australia, was facing challenges with its IT support system. The university's multiple IT departments were using a variety of remote support solutions, depending on the type of device or operating system the user had. This required the support technicians to be familiar with all these tools and to ask users several questions to determine which remote support tool to use to solve the problem. The technical support teams also operated in a siloed fashion, resulting in inefficiencies and slower response times to users. Additionally, there was no tracking or reporting for remote support activities. The university needed a solution that would consolidate their remote support system, improve efficiency, and enhance collaboration.
The Solution
In 2009, Steve Trickey joined Flinders University as the IT Client Services manager and identified the need for a common remote support solution to consolidate the three support teams and improve efficiency and collaboration. After researching the products available, they narrowed the selection down to three, including Bomgar. The team identified several important features they were looking for in a remote support solution. They wanted a tool that would increase efficiencies, support both Windows and Mac operating systems, be reliable, easy to use, and have the ability to monitor and report on sessions. After testing Bomgar along with Citrix GoToAssist Corporate and LogMeIn Rescue, Bomgar stood out as the one solution that met all of their requirements.
Operational Impact
Quantitative Benefit
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