• Cape Fear’s IT department uses Bomgar’s Remote Support solution to help troubleshoot and resolve more than 400 issues per month across 3,500 campus devices.
• Utilizing Bomgar’s secure vendor access technology, the Cape Fear IT team enables vendors to provide maintenance and upgrades without sacrificing network security.
Located in Wilmington, North Carolina, Cape Fear offers associate degrees in fine arts, science, general education and applied science, as well as diploma and certificate programs to approximately 11,000 students.
The college's IT support team handles more than 400 support issues per month, ranging from password resets to difficulties using any of the more than 6,000 software products installed on the approximately 3,500 campus devices. Prior to using Bomgar, the IT technicians at Cape Fear used UltraVNC for remote support, but experienced repeated problems with latency. That led Dallas Baldwin, Desktop Support Specialist for the college, to demo and select Bomgar.
"Because of the issues we had with our remote support tool prior to Bomgar, we accomplished most of our support tasks by traveling around campus. That was very time consuming and inefficient," said Baldwin. "Our college has grown substantially over the past four years, and we needed a more reliable way to quickly provide support to all users across campus." Bomgar provided just that: an easy-to-use remote support solution that had none of the latency issues previously experienced.
Additionally, Baldwin saw value in Bomgar’s Embassy vendor access feature. The college has several vendors that need periodic access to technology systems on campus for maintenance and upgrades. With Bomgar, Baldwin can give those vendors access to only the systems they need to work on, while capturing an audit trail of every action a vendor executes on those systems.
Bomgar has also made it easier for Cape Fear students and faculty to request IT support. In addition to putting a direct Bomgar “request support” link on the campus portal, the Bomgar button was also placed on classroom computers. "Now, when instructors are having a problem with the classroom equipment, instead of having to leave the classroom and walk back to their office to call us on the phone, they can click the Bomgar button to instantly connect with our remote support team right from the machine," Baldwin explained.
Baldwin and his team are also benefitting from Bomgar’s integration with the Dell KACE systems management solution, which allows the IT technicians to launch Bomgar sessions directly from within the service desk and inventory features. Session details, such as chat transcripts and notes, are appended to the record when the remote session ends.
Summarizing Cape Fear Community College's experience with Bomgar, Baldwin said,"Bomgar's ease-of-use and robust feature set make it a great all-around IT remote support tool, not just for our technicians, but also for our faculty, students, administrative staff and third party users. It is truly a must-have solution."
Bomgar (bomgar.com) 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 8,000 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.