Linux Authors: Andreas Grabner, Liz McMillan, Elizabeth White, Cloud Ventures, Pat Romanski

News Feed Item

Valley Hospital Improves HIPAA Compliance with Bomgar Remote Support

Bomgar, the leader in enterprise remote support solutions, today announced that The Valley Hospital is using its solution to provide secure, remote support to 5,000 employees, physicians and volunteers in 30 different locations. The hospital’s main campus is located in Ridgewood, New Jersey, and provides services in cardiology, oncology, women’s and children’s services, emergency care, orthopedics and neurosciences. Part of The Valley Health System, the Valley Hospital is the hospital of choice for thousands of residents in northern New Jersey.

Responsible for providing tech support to doctors, nurses and staff both on and off hospital networks, Valley’s IT team needed a solution to remotely support all of its users. They also needed a solution that would allow them to support multiple platforms, including employee-owned smartphones and tablets. “Our helpdesk supports all types of devices from PCs and laptops, to POS and mobile devices,” said Daniel Sperry, manager, help desk operations, Valley Hospital. “Our home care nurses use Samsung Android tablets, and Bomgar allows us to remotely view and control those devices for our nurses.”

When searching for a remote support solution, security and auditing were important features for The Valley Hospital. “We are a healthcare organization, so we have to be HIPAA compliant in all that we do. We liked the innate security of the Bomgar appliance because it keeps both our data and our patient information in our hands. We chose Bomgar because it ensures that only the people with Valley-issued credentials can access our systems and computers,” said Sperry. “We also liked the auditing features because it adds an extra layer of security and accountability. We want to protect our employees, and with this feature we can see exactly what happens on their systems and when.”

Since implementing the Bomgar solution, Valley has seen higher first call resolution rates. The IT department can install medical software to the doctor’s offices with ease. “Walking our medical staff through a software install used to take anywhere from 30 minutes to an hour. Now using Bomgar, it takes us 5 minutes or less. This saves us from sending a person on site to do a simple task,” added Sperry.

Valley’s IT team has also seen benefits from some of Bomgar’s collaboration features, particularly session transfer and rep invite. “We recently had some issues with other software we were using, so we invited the vendor into a support session. We were able to transfer the incident up to the third tier support where a resolution was reached,” Sperry said. “Being able to include other reps and outside external subject matter experts into our support processes has been a great help.”

About Bomgar

Bomgar is the leader in enterprise 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 7,500 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, London and Singapore. 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.