Bomgar, a company focusing on enterprise remote support solutions, announced a new case study by Forrester Consulting that shows Bomgar has enabled Surgical Information Systems (SIS) to improve tech support efficiency.
According to a release, SIS is a provider of perioperative information technology software solutions including surgical scheduling, nursing documentation, and an Anesthesia Information Management System (AIMS), and analytics for operating rooms in North American hospitals. SIS has used the Bomgar remote support solution to transform the way they do business, allowing them to deliver service more quickly and efficiently while also increasing security and compliance, resulting in a more positive support experience.
In The Total Economic Impact of The Bomgar Remote Support Solution, Forrester examines the total economic impact and return on investment (ROI) SIS realized by deploying the Bomgar remote support solution. According to the study, SIS saw 419 percent ROI in Bomgar with a payback period of only 3.1 months, due to improved productivity for working and closing support tickets. With the Bomgar solution, SIS is able to and securely connect to their customers' systems, leading to faster resolution of issues than before. SIS estimates that Bomgar has improved their productivity in closing tickets by 25 percent for their 11 client operations team members, and 20 percent for their IT operations team.
According to the study:
-The use of the Bomgar remote support solution fundamentally changed the way that SIS was able to provide service to its customers through faster, more reliable connectivity. The increased connectivity and reliability that Bomgar provides has led SIS to productivity and operational efficiencies. According to SIS, "[The Bomgar appliance] improved the remote experience and made it easier and more seamless for the end user to work with us. It also improved the time to get connected - it's more reliable, it has faster connections, and it's an easier experience for customers." SIS' previous environment relied on a variety of different connection types, and Bomgar allowed SIS to simplify and unify the process for itself and its customers. The solution allows SIS technicians to serve customers more efficiently by allowing them to connect to multiple customers at once and enables SIS to close tickets faster.
-Security is inherent to the Bomgar device, and an important benefit to SIS. Use of the Bomgar solution greatly increases the security of the patient data and other confidential information that it accesses during a remote support session with a customer. The security of the Bomgar remote support sessions and ability to encrypt files generated from those sessions is critical to SIS' obligations to meet privacy and security rules under HIPAA and other applicable privacy laws. SIS told Forrester that "we work with a lot of hospitals; the first thing they ask is 'How secure is the platform?' We go through the security overview; 99 times out of a hundred, they're sold and happy with the security of the device. The security is very reassuring for the customer."
-The use of the Bomgar device enables SIS to record every session. Without this recording capability, SIS told Forrester that it "would have needed to implement another solution in order to manage to record things." SIS feels that its previous environment, with the different types of connections to customers, "was not sustainable as we were growing." The recordings are integral to our client support efforts.
"The Bomgar solution is the total and complete package when it comes to remote support," said Mark West, VP of value engineering, Bomgar, "Our solution covers all aspects of remote support, allowing tech support organizations and the customers they support to remain productive. We believe support services should enhance your business, not hinder it, so we've made it easy to quickly install and use Bomgar so you can realize immediate benefits from improved productivity and customer service."
Surgical Information Systems ("SIS") provides software solutions that are designed to add value at every point of the perioperative process.
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