Bomgar, the secure remote support solution for the mobile enterprise, today announced that La Salle University centralized their IT help desk efforts and processes with Bomgar's secure remote support solution. Founded in 1863 and located in Philadelphia, Pennsylvania, La Salle is a private Roman Catholic institution of higher learning that is committed to preparing students for informed service and progressive leadership in their communities. In all, La Salle offers more than 40 undergraduate majors, 15 minors, 15 graduate programs, and serves a total University student body of more than 7,300 students. The University consists of the main campus in Philadelphia, two satellite campuses in Bucks County and Montgomery County (both in Pennsylvania), as well as online courses and international programs in Greece, Switzerland and the Czech Republic.
Prior to implementing Bomgar, La Salle support technicians were receiving more than 1000 calls per month. With a staff of seven support technicians, and a growing number of faculty and students to support, the University needed a way to affordably expand its IT support capabilities. "Our main campus is quite spread out, and we just acquired a hospital and some additional real estate at the far end of campus," said Ed Nickerson, chief information officer for La Salle. "Having a technician based on one side of campus trying to service classrooms that may be a 15 minute walk away can be problematic, particularly early in the morning or in the evening when we only have one person fielding calls."
Nickerson added that the growing online and international programs presented another challenge - there was a need to support those remote users as well. "A phone call away isn't always possible in incidents such as these. Having the ability to log on to their system remotely can help to more quickly solve their issue," he explained.
La Salle needed a remote support solution that would work with a wide variety of multiple platforms and devices. According to Nickerson, around 50 percent of this year's freshman students brought Mac computers to school. As a BYOD (Bring Your Own Device) environment, the University does not standardize on any single technology for anyone on campus, whether faculty members or students.
Bomgar turned out to be the solution that best fit La Salle's remote support needs. Unlike other tools, Bomgar supports a multitude of devices and operating systems ranging from laptops and desktops to servers and mobile devices. With the Bomgar solution, La Salle's support technicians can now securely support Mac, Windows and Linux operating systems as well as Blackberry, Android smartphones and tablets, iPhones and iPads, and Windows Mobile devices, no matter where they are in the world.
For La Salle, Bomgar's remote support solution has completely transformed the level of IT support that it provides to faculty and students. "The Bomgar solution has helped us streamline our support operations and extend the productivity of the technicians. With the ability to do remote support, the IT department has moved the support technicians to a centralized location where they can support both walk-in users and remote users throughout the University," said Nickerson.
Nathan McNeill, co-founder and chief strategy officer at Bomgar, echoes Nickerson's remarks: "Whether the user is a faculty member on campus, a student taking an online course, or a member of the international program in Europe, Bomgar makes it possible for IT remote support to be only one click away. Being able to provide support at the time and place it is needed increases the efficiency and productivity of both the user and technician."
For a full case study about La Salle University's use of Bomgar, please visit bomgar.com/customers.