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. 

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Vault not only holds our passwords, it also enables our representatives to access and use domain administrator credentials without having unfettered access to those credentials. The credential injection significantly enhances our ability to support our field technicians and stores while at the same time improving our security. It prevents representatives from using higher level administrative credentials to do something they shouldn’t.

System Administrator

Bomgar’s other security features, such as using 256-bit Advanced Encryption Standard (AES) SSL, made it stand out in the selection process as well.

Additionally, the company’s technicians use several diagnostic applications to service equipment in the field. They connect the equipment to their laptops to run these apps in order to troubleshoot issues. Installing a new version of one of the diagnostic apps or configuring a piece of software requires elevated administrative privileges for the device. Vault allows the remote support representative to inject the credentials right in the Bomgar Remote Support console without having to know the actual password. Even installing common applications such as a web browser on a computer may require elevated credentials. For these reasons, Vault is a very valuable enhancement to Bomgar Remote Support.

For more details on this use case, read the full case study!