Improving Remote Access Security and Efficiency for Healthcare
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Bomgar Secure Cloud for Remote Support
- Bomgar Vault
Tech Stack
- Cloud Computing
- Remote Support Software
- Password Management Solution
Implementation Scale
- Departmental Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Cybersecurity & Privacy - Cloud Security
Applicable Industries
- Education
- Healthcare & Hospitals
Applicable Functions
- Human Resources
- Maintenance
Use Cases
- Remote Collaboration
- Remote Control
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- Cybersecurity Services
About The Customer
Student Health Services at the University of North Carolina at Charlotte is comprised of a Student Health Center, Counseling Center, and a Wellness Center that serve the healthcare needs of the approximately 29,000 students at the University. An urban research university located in the Charlotte, North Carolina metropolitan area, UNC Charlotte is the fastest growing higher education institution in the UNC system. The Health Services Office of Information Technology attends to the information technology needs of the staff and clinicians working in Student Health Services.
The Challenge
The Health Services Office of Information Technology at the University of North Carolina at Charlotte was facing challenges in managing the information technology needs of the staff and clinicians working in Student Health Services. The office also had to handle routine maintenance on various technologies used in Student Health Services, including medical diagnostic devices. With buildings at complete opposite sides of the campus, and more devices being added to the mix, the need for more efficient support became apparent. The typical response time from incident reporting to resolution was approximately 6 hours, which was inefficient and time-consuming.
The Solution
The Health Services Office of Information Technology decided to implement Bomgar, a remote support solution. Bomgar was chosen due to its perpetual software updates, license structure, disaster recovery capabilities, ease of set-up and management, and most importantly, security. With Bomgar, the typical response time from incident reporting to resolution was reduced from approximately 6 hours to 15 minutes. Bomgar works through Student Health Services’ firewall without VPN tunneling, which enables the perimeter security to remain intact. Bomgar also enhances the security of vendor access to the medical records system at UNC Charlotte. The team uses Bomgar for everything from password resets to troubleshooting printers to performing maintenance on servers, and reps can log in to Bomgar from anywhere. Recently, the Health Services Office of Information Technology decided to replace their on-premises Bomgar appliance with Bomgar Secure Cloud for Remote Support.
Operational Impact
Quantitative Benefit
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