Bomgar Vault enhances security for field technicians

For manufacturing organizations, quality and efficiency are key in operations. Even a few minutes of unplanned downtime on a factory floor can have financial repercussions or endanger employees and personnel. Whether conducting routine maintenance or troubleshooting a system, reliable and secure remote access is imperative to keep operations up and running.

One of Bomgar’s customers is a major commercial equipment dealer with approximately 800 employees and 20 stores across several states. In business for more than 50 years, this organization sells and services heavy construction and agricultural equipment. 

The IT department wasn’t satisfied with the capabilities of the remote support solution it had been using to perform help desk troubleshooting for store employees and service technicians in the field. IT was difficult to upgrade and did not establish reliable connections for remote support. It also didn’t meet the company’s expanded security requirements, so they decided to seek a new solution.

The help desk uses Bomgar remote support to resolve a wide variety of problems, from troubleshooting business software to password resets to any number of other common user issues. Being able to see the user’s screen, rather than just relying on them to describe the problem over the phone, allows for the support team to more quickly and efficiently resolve the issue.

One big differentiator in choosing Bomgar over other solutions was the ability to integrate Bomgar Remote Support with Bomgar Vault, an enterprise password management solution that enables privileged account management through secure credential storage, password rotation and credential discovery.