Secure Remote Support and Robust Chat Capabilities Serve a Leading Research Institution
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Bomgar
技术栈
- Chat Support
- Remote Support
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
- 商业运营
- 人力资源
用例
- 远程协作
- 远程控制
服务
- 系统集成
关于客户
Indiana University (IU) is a major public research institution, grounded in the liberal arts and sciences and recognized as a world leader in professional, medical and technological education. IU has eight campuses, including core campuses in Bloomington and Indianapolis and six regional campuses across the state. With a total student population of more than 114,000, IU’s mission is to provide broad access to undergraduate, graduate and continuing education for students throughout Indiana, the United States and the world, along with outstanding academic and cultural programs and student services.
挑战
Indiana University (IU) had a need for a more efficient remote support and chat capabilities. In 2007, the IU Clinical Affairs schools had four service technicians supporting approximately 600 desktops, as well as 800 faculty and staff. The technicians, after unsuccessful attempts to incorporate remote support into their workflow, typically needed to make a site visit when a device required attention. The service technicians tried other tools, but these solutions were slow and they often dropped connections. The university's University Information Technology Services had developed an extensive chat support resource, but when the company providing the solution was purchased, the support for the solution began to deteriorate.
解决方案
After reviewing several possible solutions, CAITS chose Bomgar because they liked its ease of use and reliable connections. Bomgar's chat capabilities seamlessly integrated with comprehensive remote support. UITS has a branded 'ithelplive' website that is available to anyone affiliated with IU for launching chat-based tech support. The ability to share sessions is also a vital feature when it comes to training new technicians. Security considerations also played a central role in CAITS and UITS choosing Bomgar. Having a solution that supports HIPAA patient confidentiality requirements is essential. Bomgar’s appliance works inside their firewall, and its fully encrypted sessions give them the protections they need.
运营影响
数量效益
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