- Bomgar’s security features allow Northwell Health to provide remote support that complies with HIPAA data security regulations.
- Northwell has improved call handling capacity as well as the user experience through the use of Bomgar Chat.
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Jackson, MS – February 2, 2016 – Bomgar, a leader in secure access solutions, today announced Northwell Health is using its remote support solution to meet the evolving needs of the nation’s 14th-largest health system. Formerly known as the North Shore-LIJ Health System, Northwell delivers world-class clinical care at 21 hospitals and approximately 450 outpatient physician practices throughout the New York metropolitan area.
Northwell was initiating plans to replace its existing IT service management solution and wanted to ensure that its new approach to providing IT services included more-robust remote support capabilities than the health system had at that time. "Our IT service management system had reached end of life and the remote support capabilities of that solution had a number of limitations, including not being able to connect to Mac OS devices or reboot machines without involving the end user," said Michael Turpin, director of service management for Northwell Health. "It really didn't allow the level of remote support we needed for our growing organization. We knew we needed more advanced features and capabilities."
"Gaining the ability to support Mac OS devices was a critical driver in selecting Bomgar," said Turpin. "At the time, we had a lot of physicians who were starting to use Apple devices in their practices and we were using a best efforts approach to helping them. We wanted a remote support solution that could support these devices."
It was also critical that the new solution comply with stringent data security regulations that Northwell must meet, such as HIPAA. Turpin researched a number of potential remote support solutions, but only Bomgar met all of Northwell's requirements. Bomgar's security features, including its appliance-based architecture and 256-bit Advanced Encryption Standard (AES) SSL to encrypt all application communications, provide Northwell with the data safeguards required to comply with HIPAA's patient confidentiality requirements. "Our security team and CIO really appreciate that the Bomgar appliance is within our firewall and we don't have to send data out of our network to a third party in the cloud," said Turpin.
Although the health system is growing rapidly, having Bomgar in place has enabled the technical support team to maintain an impressive first-call resolution rate of approximately 87 percent. A key reason is the enhanced collaboration Bomgar makes possible. Team leads and subject matter experts can easily join an ongoing session when needed to help a support desk technician resolve an issue.
Seeing the many ways Bomgar has already enhanced remote support for Northwell, Turpin anticipates that the solution will continue to improve the efficiency and effectiveness of his department. "Overall, Bomgar is just making us better at serving our clients, which is exactly what we were looking for in a remote support solution," he said.
For a full case study about Northwell's use of Bomgar, please visit: www.bomgar.com/customers.
Bomgar connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 10,000 organizations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Visit Bomgar at www.bomgar.com, or on Facebook, Twitter and LinkedIn.
About Northwell Health
Northwell Health is New York State’s largest health care provider and private employer. With 21 hospitals and nearly 450 outpatient practices, we serve 8 million people in the metro New York area and beyond. Our 61,000 employees work to change health care for the better. We’re making breakthroughs in medicine at the Feinstein Institute. We're training the next generation of medical professionals at the visionary Hofstra Northwell School of Medicine and the School of Graduate Nursing and Physician Assistant Studies. And we offer health insurance through CareConnect. For information on our services in more than 100 medical specialties, visit www.Northwell.edu.