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Augustana Care Services Supercharges Remote Support with Bomgar

Bomgar, the leader in enterprise remote support solutions, today announced that Augustana Care Services is using its remote support solution to provide reliable and collaborative tech support to its employees and customers. Headquartered in Minneapolis, MN, Augustana Care is a healthcare organization that provides long term care, assisted living, independent living, hospice care and memory care services.

Augustana’s IT support team is responsible for supporting approximately 2500 employees and customers throughout 36 different facilities in Colorado, Minnesota and Wyoming. Prior to Bomgar, the biggest challenge the support team faced was providing tech support to the remote locations. “Previously, my team had been using open source solutions that only worked sometimes. When they did, the performance was unbearable,” said Shawn Johnson, corporate technology director with Augustana Care. “There was also a growing need to support Android and iOS smartphones and tablets used by executive and licensed staff. We needed a tool that would allow us to support mobile devices as well as the Windows machines already in place.”

After testing several solutions, Johnson and his team decided to purchase Bomgar. “It was clear to me Bomgar was the only all-in-one solution for providing enterprise level remote support to our clients,” he said. Both internal support teams and third-party vendors are able to collaborate to resolve issues more quickly and efficiently. “There are times when we need assistance with solving an issue from outside our IT team. With a couple of clicks, I can now have a remote vendor sharing a view within the secure Bomgar session and assisting with our client’s support issue.”

Augustana Care’s support technicians have also benefitted from Bomgar’s session escalation features, which provide the ability to elevate permissions when needed to modify system settings and software. “If a technician needs a network administrator, they can pass the session to the appropriate person without reconnecting to the clients’ machine,” Johnson added. “Fast and reliable connections to our clients’ devices, secure sessions and faster resolution of incidents are all benefits we’ve experienced with Bomgar thus far. That has allowed us to deliver better customer service results. I would highly recommend this solution to anyone that needs to supercharge their remote support services.”

About Bomgar

Bomgar 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. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.

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