From Cumbersome to Streamlined

DJO Incorporated is a leading global provider of high-quality, orthopedic devices, with a broad range of products used for rehabilitation, pain management and physical therapy. RightStar Systems, a leading provider of ITIL-based service management solutions for upper-middle market firms and government agencies, is a longtime partner of BMC Software.

After evaluating several remote support solutions which were in use at the various global IT departments, DJO's partner, RightStar Systems, steered them toward Bomgar. According to Larry Herrmann, Manager of Global IT Customer Support, DJO, what drove the selection of Bomgar was the centralized, automated audit trail and the ability to integrate with DJO's current service desk tool, BMC Service Desk Express.

"We fall under SOX [Sarbanes-Oxley], HIPAA [The Health Insurance Portability and Account-ability Act], and the HITECH Act [The Health Information Technology for Economic and Clinical Health] regulation requirements," Herrmann says. "So, we really need to maintain an audit trail as compliance is extremely important. And as a support manager, allowing my team to stay within one user interface is critical."

Business Problems

• Required a remote support solution that would meet the medical industry's rigorous compliance standards
• Needed a single remote support solution to seamlessly integrate IT support company-wide
• Desired a remote sup

Scope

• 21 support technicians servicing thousands of employees and technology partners globally

Results

• Improved first call resolution rate
• Increased support tech productivity
• Reduced support costs
• Improved internal communication/troubleshooting among support techs

Read Full Case Study