Welcome!

Python Authors: Donald Meyer, AppDynamics Blog, Elizabeth White, XebiaLabs Blog, Hovhannes Avoyan

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
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
SYS-CON Events announced today that Bsquare has been named “Silver Sponsor” of SYS-CON's @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. For more than two decades, Bsquare has helped its customers extract business value from a broad array of physical assets by making them intelligent, connecting them, and using the data they generate to optimize business processes.
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Connected devices and the industrial internet are growing exponentially every year with Cisco expecting 50 billion devices to be in operation by 2020. In this period of growth, location-based insights are becoming invaluable to many businesses as they adopt new connected technologies. Knowing when and where these devices connect from is critical for a number of scenarios in supply chain management, disaster management, emergency response, M2M, location marketing and more. In his session at @Th...
It is one thing to build single industrial IoT applications, but what will it take to build the Smart Cities and truly society changing applications of the future? The technology won’t be the problem, it will be the number of parties that need to work together and be aligned in their motivation to succeed. In his Day 2 Keynote at @ThingsExpo, Henrik Kenani Dahlgren, Portfolio Marketing Manager at Ericsson, discussed how to plan to cooperate, partner, and form lasting all-star teams to change t...
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, explored the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences between wh...
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
There is little doubt that Big Data solutions will have an increasing role in the Enterprise IT mainstream over time. Big Data at Cloud Expo - to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA - has announced its Call for Papers is open. Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is...
In his general session at 18th Cloud Expo, Lee Atchison, Principal Cloud Architect and Advocate at New Relic, discussed cloud as a ‘better data center’ and how it adds new capacity (faster) and improves application availability (redundancy). The cloud is a ‘Dynamic Tool for Dynamic Apps’ and resource allocation is an integral part of your application architecture, so use only the resources you need and allocate /de-allocate resources on the fly.
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, discussed how research has demonstrated the value of Machine Learning in delivering next generation analytics to imp...
There are several IoTs: the Industrial Internet, Consumer Wearables, Wearables and Healthcare, Supply Chains, and the movement toward Smart Grids, Cities, Regions, and Nations. There are competing communications standards every step of the way, a bewildering array of sensors and devices, and an entire world of competing data analytics platforms. To some this appears to be chaos. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, Bradley Holt, Developer Advocate a...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
SYS-CON Events announced today that ReadyTalk, a leading provider of online conferencing and webinar services, has been named Vendor Presentation Sponsor at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. ReadyTalk delivers audio and web conferencing services that inspire collaboration and enable the Future of Work for today’s increasingly digital and mobile workforce. By combining intuitive, innovative tec...
Amazon has gradually rolled out parts of its IoT offerings, but these are just the tip of the iceberg. In addition to optimizing their backend AWS offerings, Amazon is laying the ground work to be a major force in IoT - especially in the connected home and office. In his session at @ThingsExpo, Chris Kocher, founder and managing director of Grey Heron, explained how Amazon is extending its reach to become a major force in IoT by building on its dominant cloud IoT platform, its Dash Button strat...
industrial company for a multi-year contract initially valued at over $4.0 million. In addition to DataV software, Bsquare will also provide comprehensive systems integration, support and maintenance services. DataV leverages advanced data analytics, predictive reasoning, data-driven diagnostics, and automated orchestration of remediation actions in order to improve asset uptime while reducing service and warranty costs.
Vidyo, Inc., has joined the Alliance for Open Media. The Alliance for Open Media is a non-profit organization working to define and develop media technologies that address the need for an open standard for video compression and delivery over the web. As a member of the Alliance, Vidyo will collaborate with industry leaders in pursuit of an open and royalty-free AOMedia Video codec, AV1. Vidyo’s contributions to the organization will bring to bear its long history of expertise in codec technolo...