Welcome!

Apache Authors: Pat Romanski, Liz McMillan, Elizabeth White, Christopher Harrold, Janakiram MSV

News Feed Item

Kaiser Permanente Transforms IT Support Capabilities with Bomgar

Bomgar, a leading provider of secure remote support solutions, announced today that Kaiser Permanente is using the Bomgar remote support solution to provide dependable and comprehensive technology support to employees across the country. Founded in 1945, Kaiser Permanente is one of the nation’s largest not-for-profit health plans, serving more than 9 million members. In addition to its health plan, the organization operates 37 hospitals, more than 600 medical offices and other outpatient facilities as well as conducts clinical research ad health education programs.

Kaiser Permanente’s division of research has more than 600 employees with approximately 60 principal investigators responsible for hundreds of research projects on a wide variety of subjects, including clinical trials and program evaluations covering numerous diseases and health issues. Headquartered in Oakland, California, the department’s research teams work in a variety of locations across the country, collaborating with researchers in other parts of Kaiser Permanente’s organization and with numerous academic institutions.

Prior to Bomgar, the IT support staff for the Division of Research had to travel to a desktop user’s location or ask laptop users to bring in their computer to fix support issues. Users not located near headquarters were burdened with having to mail a broken or malfunctioning device to the support staff if they needed assistance. “Our division has a very large remote workforce because so many of our investigators are out in the field meeting with patients and working with others on clinical research projects,” said Richard Navarro, director of IT operations for the Division of Research. Both former methods of tech support were time-consuming and costly, and IT staff did not have an adequate way to collaborate with peers in other parts of the organization to resolve problems. After coming on board with Kaiser, Navarro quickly realized that a remote support solution was what the support team needed.

Navarro and his team of 28 IT service staff evaluated a number of remote support solutions, including Bomgar. “The team attempted to use remote support tools before I joined the organization, but found them to be very unreliable when it came to establishing a connection. Certainly, then, one of our main requirements was reliability. An equally important requirement was that the solution needed to be secure, because Kaiser takes security very seriously. And lastly, we wanted an easy-to-use interface for our end-users.”

Of the remote support solutions evaluated, only Bomgar met all of the IT department’s requirements. Bomgar’s simple and reliable user interface and ability to enable robust collaboration set the solution apart. “We really like that all users have to do is visit a website or receive an email and click on a link to begin a support session,” Navarro said. “Some of the other solutions required users to follow a set of instructions to change administrative privileges or download software.”

Bomgar has dramatically improved the IT department’s ability to serve its user base. “One of the biggest benefits is that we no longer have to ask people to drive to our facility in Oakland or ship their computer to us when they need support. We can just connect to their machine remotely and help them,” Navarro said. “The ability to collaborate with remote peers is now also possible thanks to Bomgar. There are times when our team needs to access the expertise of our national service desk or an engineer in another part of our organization. In the past, we used WebEx or found some other way to get them involved in real time. Now, we can quickly invite any expert or outside vendor to join a session.”

Nathan McNeill, co-founder and chief strategy officer at Bomgar, emphasizes the importance of productivity levels for both information workers and IT representatives. “When an employee’s machine is down or they need assistance, it negatively affects the work they are able to complete. Moreover, when that device has to be fixed via an on-site visit or mailed to an office, productivity for both the worker and IT rep decreases. With Bomgar, your information workers are disrupted for much smaller lengths of time because IT support can instantly connect to the device, no matter where it’s located, and immediately resolve the issue.”

Overall, Navarro sees Bomgar’s ability to improve the end-user experience as the paramount benefit for his department. “When you get a call from a researcher and they are upset because their computer isn’t working and their project is stalled, you don’t want to tell them to bring their machine in tomorrow. With Bomgar, our support staff can help them immediately.” Navarro’s number one goal for the support team was to transform responsiveness to the users they serve, and with Bomgar, they have achieved it.

For a full case study about Kaiser Permanente’s use of Bomgar, please visit: http://www.bomgar.com/customers/

About Bomgar

Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google±.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. Jack Norris reviews best practices to show how companies develop, deploy, and dynamically update these applications and how this data-first...
Intelligent Automation is now one of the key business imperatives for CIOs and CISOs impacting all areas of business today. In his session at 21st Cloud Expo, Brian Boeggeman, VP Alliances & Partnerships at Ayehu, will talk about how business value is created and delivered through intelligent automation to today’s enterprises. The open ecosystem platform approach toward Intelligent Automation that Ayehu delivers to the market is core to enabling the creation of the self-driving enterprise.
In his session at @ThingsExpo, Dr. Robert Cohen, an economist and senior fellow at the Economic Strategy Institute, presented the findings of a series of six detailed case studies of how large corporations are implementing IoT. The session explored how IoT has improved their economic performance, had major impacts on business models and resulted in impressive ROIs. The companies covered span manufacturing and services firms. He also explored servicification, how manufacturing firms shift from se...
The question before companies today is not whether to become intelligent, it’s a question of how and how fast. The key is to adopt and deploy an intelligent application strategy while simultaneously preparing to scale that intelligence. In her session at 21st Cloud Expo, Sangeeta Chakraborty, Chief Customer Officer at Ayasdi, will provide a tactical framework to become a truly intelligent enterprise, including how to identify the right applications for AI, how to build a Center of Excellence to ...
SYS-CON Events announced today that Massive Networks will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Massive Networks mission is simple. To help your business operate seamlessly with fast, reliable, and secure internet and network solutions. Improve your customer's experience with outstanding connections to your cloud.
SYS-CON Events announced today that CAST Software will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CAST was founded more than 25 years ago to make the invisible visible. Built around the idea that even the best analytics on the market still leave blind spots for technical teams looking to deliver better software and prevent outages, CAST provides the software intelligence that matter ...
Everything run by electricity will eventually be connected to the Internet. Get ahead of the Internet of Things revolution and join Akvelon expert and IoT industry leader, Sergey Grebnov, in his session at @ThingsExpo, for an educational dive into the world of managing your home, workplace and all the devices they contain with the power of machine-based AI and intelligent Bot services for a completely streamlined experience.
Because IoT devices are deployed in mission-critical environments more than ever before, it’s increasingly imperative they be truly smart. IoT sensors simply stockpiling data isn’t useful. IoT must be artificially and naturally intelligent in order to provide more value In his session at @ThingsExpo, John Crupi, Vice President and Engineering System Architect at Greenwave Systems, will discuss how IoT artificial intelligence (AI) can be carried out via edge analytics and machine learning techn...
SYS-CON Events announced today that Datera, that offers a radically new data management architecture, has been named "Exhibitor" of SYS-CON's 21st International Cloud Expo ®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Datera is transforming the traditional datacenter model through modern cloud simplicity. The technology industry is at another major inflection point. The rise of mobile, the Internet of Things, data storage and Big...
In his session at @ThingsExpo, Arvind Radhakrishnen discussed how IoT offers new business models in banking and financial services organizations with the capability to revolutionize products, payments, channels, business processes and asset management built on strong architectural foundation. The following topics were covered: How IoT stands to impact various business parameters including customer experience, cost and risk management within BFS organizations.
SYS-CON Events announced today that CA Technologies has been named "Platinum Sponsor" of SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business - from apparel to energy - is being rewritten by software. From planning to development to management to security, CA creates software that fuels transformation for companies in the applic...
SYS-CON Events announced today that Pulzze Systems will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Pulzze Systems Inc, provides the software product "The Interactor" that uniquely simplifies building IoT, Web and Smart Enterprise Solutions. It is a Silicon Valley startup funded by US government agencies, NSF and DHS to bring innovative solutions to market.
From 2013, NTT Communications has been providing cPaaS service, SkyWay. Its customer’s expectations for leveraging WebRTC technology are not only typical real-time communication use cases such as Web conference, remote education, but also IoT use cases such as remote camera monitoring, smart-glass, and robotic. Because of this, NTT Communications has numerous IoT business use-cases that its customers are developing on top of PaaS. WebRTC will lead IoT businesses to be more innovative and address...
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, will introduce two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From planning to development to management to security, CA creates software that fuels transformation for companies in the applic...
SYS-CON Events announced today that Elastifile will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Elastifile Cloud File System (ECFS) is software-defined data infrastructure designed for seamless and efficient management of dynamic workloads across heterogeneous environments. Elastifile provides the architecture needed to optimize your hybrid cloud environment, by facilitating efficient...
SYS-CON Events announced today that Golden Gate University will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Since 1901, non-profit Golden Gate University (GGU) has been helping adults achieve their professional goals by providing high quality, practice-based undergraduate and graduate educational programs in law, taxation, business and related professions. Many of its courses are taug...
Recently, WebRTC has a lot of eyes from market. The use cases of WebRTC are expanding - video chat, online education, online health care etc. Not only for human-to-human communication, but also IoT use cases such as machine to human use cases can be seen recently. One of the typical use-case is remote camera monitoring. With WebRTC, people can have interoperability and flexibility for deploying monitoring service. However, the benefit of WebRTC for IoT is not only its convenience and interopera...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...