Meeting Its “Students First” Initiative With Real-Time Visibility, Chat Capabilities And Robust Remote Support
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Bomgar B200 appliance
技术栈
- Bomgar chat
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 教育
适用功能
- 人力资源
用例
- 远程协作
- 远程控制
服务
- 系统集成
关于客户
Boise State University is a public, metropolitan research university founded in 1932. It offers an array of undergraduate and graduate degrees and experiences that foster student success, lifelong learning, community engagement, innovation and creativity. With an enrollment of more than 22,000 students, Boise State is a learning-oriented, student focused university dedicated to excellence in teaching. The university has a support team of approximately 15 full-time professionals and 50 part-time students.
挑战
When a new chief information officer joined Boise State University, he recognized the need to provide broader support for the university community, particularly the student body. This was in line with Boise State’s growing emphasis on the student experience. The university was in need of a remote support solution that could support users with Windows or Mac OS X operating systems and serve users outside the university network. The remote support tool in use at the time was cumbersome for the support technicians to use and only allowed them to support devices on the university’s network. The IT support department could not fully assist faculty, staff and students working off campus.
解决方案
Boise State University's Director of Customer Care for the IT department saw a demonstration of the Bomgar appliance at a conference and realized it had the capabilities the IT team needed to carry out its new mission. The university immediately purchased a Bomgar B200 appliance. Bomgar provided robust support for a wide range of operating systems and easy connectivity to devices on any network. The Bomgar solution also played a crucial role when the university recently rolled out a new student web page. A Bomgar chat link was embedded right on the page, which allows the students to immediately access the support team during support hours. Bomgar allows Boise State to remotely support nearly any device used by the university community, including laptops, desktops and iOS, Android and Blackberry mobile devices.
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