Standing Apart from the Crowd in Meeting Global Remote IT Support Needs
Customer Company Size
Large Corporate
Country
- Worldwide
- United Kingdom
Product
- Bomgar Remote Support
Tech Stack
- Remote IT Support
- Multi-language Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Electronics
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Smiths Group PLC is a world leader in the practical application of advanced technologies, delivering products and services for a number of markets worldwide, including threat and contraband detection, medical devices, energy, communications and engineered components. With 23,000 employees in 400 locations around the globe, Smiths Group’s products and services make the world safer, healthier and more productive.
The Challenge
Prior to 2009, Smiths Group operated under a decentralized IT model, with each of its divisions having their own CIO and managing their own IT independently from the rest of the company. Recently, the company made the strategic decision to consolidate its IT functions, bringing its divisional resources together into one global team. As part of this restructuring, Smiths Group needed a way to centralize its user support processes, which had previously been handled regionally with a multitude of different help desk systems. The company desired a solution that enabled support technicians to control remote computers and provide support to more than 14,000 internal users. There were also strict requirements for security. As a result, Smiths Group’s goal was to find a multi-language, centralized and highly secure remote IT support solution.
The Solution
Smiths Group chose Bomgar's remote IT support solution for its multi-language capabilities, high security, and ease of use. The company also preferred Bomgar’s approach to licensing: a shared, concurrent user license, versus a named license. That provides a needed flexibility that matches well with Smiths Group’s around-the-clock operation. The implementation of Bomgar's solution was straightforward and easy, from the trial process to roll-out of the tool to the IT support analysts.
Operational Impact
Quantitative Benefit
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