Bomgar, the secure remote support solution for the mobile enterprise, today announced its customer, Bucks New University, is using Bomgar's solution to provide first-class IT support for its staff and students.
Founded in 1893, the University has in the region of 9,000 students and campuses in High Wycombe, Buckinghamshire and Uxbridge, West London. According to research reported in Times Higher Education, Bucks New University features in the top 30 universities in the United Kingdom in order of value-added ranking, based on graduate salary, demonstrating its strength in graduates' employability and the quality of its career-focused and innovative courses. Bucks aims to be a leading higher educational institution and provider of professional and creative influence by putting its students first and working responsively with its partners to influence, inspire and nurture talent for professional and creative careers.
The technology support team at Bucks began a search for a more comprehensive remote support solution when they realised their existing support solutions were not scalable. With students and faculties spread across two campuses, the University was in need of a tool that would allow it to provide support to locations not physically near the help desk.
Aaron James, computer support technician for Bucks, began working at the University just as it was commencing an agreement for IT services and infrastructure. "We entered a joint agreement with Cisco and HP for IT services and infrastructure requirements, as part of our plan to move to a full-scale Windows platform," said James. "As part of the agreement, we outlined our remote support needs to serve our campus communities, and both Cisco and HP suggested getting in touch with Bomgar. Of course, we explored and tested other solutions at the same time, including WebEx, but found that they did not provide the level of control of end-user PCs that we can achieve with Bomgar."
The ability to connect to students and faculties in remote locations, as well as multi-platform support, were the two main drivers in Bucks New University's decision to deploy Bomgar. "All of our teaching staff have laptops that they use to work remotely, so it's important to have a support solution that covers all devices, including various types of laptops, smartphones and tablets, no matter where they're located," said James. "Also, in recent months, we've seen a marked increase in demand for remote support from our students, many of who require a quick fix and the sort of expertise that is difficult to provide over the phone. Bomgar has saved us time, boosted our fix rate, and the students have really noticed the difference."
The implementation of Bomgar at Bucks saw the Bomgar Click-to-Chat feature rolled out across both campuses alongside the Bomgar Button, which allows students and staff to instantly request a remote session with IT support, speeding resolution times. Coupled with the ability to transfer or share support sessions, support team members are able to collaborate with other team members and access necessary resources without leaving their desk. "The college or university campus is often not confined to one location, and many higher education organisations have online class offerings," said Stuart Facey, VP EMEA at Bomgar. "With this type of siloed set up, different schools within one university often operate on their own in terms of IT support. With Bomgar, IT organisations can standardise on one tool and bring technology support under one roof."
James noted that gaining the ability to provide comprehensive support to remote locations has allowed the University to lend support to its growing number of international students, and offer the same level of IT support as students located on campus. "Bomgar's remote support solution connects to users on virtually any platform, no matter where they are located, so it's helping us reconfigure devices and troubleshoot issues in a much more efficient and productive way."
For a full case study about Bucks New University's use of Bomgar, please visit bomgar.com/customers.
Bomgar (bomgar.com) is the leader in secure remote support software for a mobile world. The company's appliance-based products enable organisations to improve IT support efficiency by allowing support representatives to securely support any device or system, any platform, anywhere (Smartphone to Server). 6,500 companies across 65 countries - including 19 of the Fortune 50 - 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. In 2011, Bomgar was named one of the fastest-growing technology companies in America by Deloitte, and one of America's fastest-growing private companies by Inc. magazine.
About Bucks New University
Buckinghamshire New University (bucks.ac.uk) has enjoyed a long and successful history since it was founded in 1893. The University now offers an extensive portfolio of courses spanning the creative and cultural industries, the management and information management sectors, and the public sector. It also offers services to industry including contract research, consultancy and the opportunity to employ graduates.
The University has completed a major campus re-development programme, which saw the opening in September 2009 of: a new state-of-the-art building in High Wycombe known as the Gateway and comprising a learning resource and technology centre, events hall, gym, sports science laboratory, dance, drama, music and video production studios, library and meeting rooms; new student accommodation in High Wycombe; and a new base for nursing students and applied healthcare research in Uxbridge, West London.