BeyondTrust Case Studies DJO LLC / Rightstar Systems

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	DJO LLC / Rightstar Systems BeyondTrust

DJO LLC / Rightstar Systems

BeyondTrust

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Use Cases	Remote Asset Management Remote Collaboration
Services	System Integration Software Design & Engineering Services
Challenge	After a major merger, DJO grew from $400M to nearly $1B in revenue, as well as increased in employee size by more than 60 percent. Starting with one IT department, DJO, LLC now had multiple IT departments with numerous support channels and a veritable hodgepodge of support tools. This led to confusion, lack of productivity and increased support costs. IT leadership, with the assistance of systems integrator and trusted advisor RightStar Systems, determined that they needed a single, streamlined solution that would enable each support desk to support employees in any location, so they began an evaluation of what they coined, “borderless support” solutions. Read More
About Customer	DJO Incorporated is a leading global provider of high-quality, orthopedic devices, with a broad range of products used for rehabilitation, pain management and physical therapy. DJO also develops, manufactures and distributes a broad range of surgical reconstructive implant products. DJO is the largest non-surgical orthopedic rehabilitation device company in the United States and among the largest globally, as measured by revenues. DJO believes that their strong brand names, comprehensive range of products, focus on quality, innovation and customer service, extensive distribution network, and strong relationships with orthopedic and physical therapy professionals have contributed to their leading market positions. Read More
Solution	After evaluating several remote support solutions which were in use at the various global IT departments, DJO’s partner, RightStar Systems, steered them toward Bomgar. According to Larry Herrmann, Manager of Global IT Customer Support, DJO LLC, what drove the selection of Bomgar was the centralized, automated audit trail and the ability to integrate with DJO’s current service desk tool, BMC Service Desk Express. “We fall under SOX [Sarbanes-Oxley], HIPAA [The Health Insurance Portability and Accountability Act], and the HITECH Act [The Health Information Technology for Economic and Clinical Health] regulation requirements,” Herrmann says. “So, we really need to maintain an audit trail as compliance is extremely important. And as a support manager, allowing my team to stay within one user interface is critical.” Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Use Cases

Remote Asset Management

Remote Collaboration

Services

System Integration

Software Design & Engineering Services

Challenge

After a major merger, DJO grew from $400M to nearly $1B in revenue, as well as increased in employee size by more than 60 percent. Starting with one IT department, DJO, LLC now had multiple IT departments with numerous support channels and a veritable hodgepodge of support tools. This led to confusion, lack of productivity and increased support costs. IT leadership, with the assistance of systems integrator and trusted advisor RightStar Systems, determined that they needed a single, streamlined solution that would enable each support desk to support employees in any location, so they began an evaluation of what they coined, “borderless support” solutions.

About Customer

DJO Incorporated is a leading global provider of high-quality, orthopedic devices, with a broad range of products used for rehabilitation, pain management and physical therapy. DJO also develops, manufactures and distributes a broad range of surgical reconstructive implant products. DJO is the largest non-surgical orthopedic rehabilitation device company in the United States and among the largest globally, as measured by revenues. DJO believes that their strong brand names, comprehensive range of products, focus on quality, innovation and customer service, extensive distribution network, and strong relationships with orthopedic and physical therapy professionals have contributed to their leading market positions.

Solution

After evaluating several remote support solutions which were in use at the various global IT departments, DJO’s partner, RightStar Systems, steered them toward Bomgar. According to Larry Herrmann, Manager of Global IT Customer Support, DJO LLC, what drove the selection of Bomgar was the centralized, automated audit trail and the ability to integrate with DJO’s current service desk tool, BMC Service Desk Express. “We fall under SOX [Sarbanes-Oxley], HIPAA [The Health Insurance Portability and Accountability Act], and the HITECH Act [The Health Information Technology for Economic and Clinical Health] regulation requirements,” Herrmann says. “So, we really need to maintain an audit trail as compliance is extremely important. And as a support manager, allowing my team to stay within one user interface is critical.”

Impact #1	The ease of implementation sealed the deal for the IT leadership, especially in DJO’s regulated environment. Since Bomgar provided predefined APIs for BMC’s Service Desk Express, implementation was quick and easy.
Impact #2	Within three months of the Bomgar implementation, the cost of support significantly decreased while the level of productivity has increased. In addition, remote support with Bomgar led to consolidation of resources – freeing up IT staff to work on other proactive projects.
Impact #3	The time-to-resolution has significantly decreased, and DJO LLC has experienced a 95% acceptance rate by their multiple support sites.

Impact #1

The ease of implementation sealed the deal for the IT leadership, especially in DJO’s regulated environment. Since Bomgar provided predefined APIs for BMC’s Service Desk Express, implementation was quick and easy.

Impact #2

Within three months of the Bomgar implementation, the cost of support significantly decreased while the level of productivity has increased. In addition, remote support with Bomgar led to consolidation of resources – freeing up IT staff to work on other proactive projects.

Impact #3

The time-to-resolution has significantly decreased, and DJO LLC has experienced a 95% acceptance rate by their multiple support sites.

Benefit #1	Reduced support costs
Benefit #2	Increased productivity
Benefit #3	95% acceptance rate by multiple support sites

Benefit #1

Reduced support costs

Benefit #2

Increased productivity

Benefit #3

95% acceptance rate by multiple support sites

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Overview

DJO LLC / Rightstar Systems

Operational Impact

Quantitative Benefit