• CMCSU is responsible for providing tech support to 20,000 staff members in 218 different locations throughout England.
• Bomgar allows the CMCSU support staff to respond more quickly to customer requests and resolve them in a secure manner.
Bomgar, the leader in enterprise remote support solutions, today announced that Cheshire and Merseyside Commissioning Support Unit (CMCSU) is using its solution for a more secure and consolidated approach to remote tech support. Part of the National Health Service (NHS), CMCSU was formed through the merger of several organisations and is responsible for supporting 20,000 staff members in 218 different locations throughout England.
The mergers provided a great opportunity to re-evaluate approaches and strategies for support and service delivery, particularly as CMCSU brought two large service desk teams together. “As part of this [merger], we decided to look at how we were providing service to our users,” said Criss Richards, solutions architect at CMCSU. “One team was built for throughput to get through as many calls as possible, and then follow-up to provide resolution while the other focused on first-call resolution. The second team could fix any problem that was brought to them, but the time spent on hold was frequently long. As a combined team, we decided to look at developing a new approach that brought together the best of both worlds.”
The CMCSU team decided to move over to a hybrid model for support where calls could be handled in volume while the amount of time spent on resolution could also be improved. This involved looking for a solution that would make it easier to support users, as well as provide full security, auditing and session recording services. “As part of the merger, we had to bring in full ICT change management processes and add secure remote support. We went through what the IT teams has been using previously, which included a variety of different tools like LogMeIn and VNC. We needed to consolidate to a product that was not only easy to use, but also highly secure and provided full audit support,” explained Richards.
Based on these criteria, CMCSU chose Bomgar, which provides a secure remote support appliance that runs and manages remote sessions. “We worked with the Bomgar team around our vision for improving service and delivery, and the engineers and consultants there were prepared to put in the extra work with us as we refined our approach. The appliance ticked all the boxes for our security and audit needs, but Bomgar’s willingness to go the extra mile was just as important,” commented Richards.
Using Bomgar, CMCSU’s new approach is designed to make it easier for staff to respond to problems as they come through, rather than asking people to wait in line on the phone for a response. The IT staff can connect remotely to their systems and fix the issues in a secure and trackable manner. “This approach keeps the fast response in place that is essential when you are offering services to clinical staff members, but also enables each of our specialist team members to be more productive,” added Richards.
As the NHS continues to develop and change, the need for service and support that fits with customer requirements will continue to grow. The team at CMCSU will therefore continue their use of Bomgar as part of this service delivery strategy, whatever challenges and evolutions come up in the future.
Bomgar (bomgar.com) is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organisations 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 organisations 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.