BeyondTrust Case Studies Healthcare Software Provider Alleviates Support Rep Frustration with Appliance-Based Remote Support

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	Healthcare Software Provider Alleviates Support Rep Frustration with Appliance-Based Remote Support BeyondTrust

Healthcare Software Provider Alleviates Support Rep Frustration with Appliance-Based Remote Support

BeyondTrust

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Discrete Manufacturing
Use Cases	Remote Asset Management Remote Collaboration
Services	System Integration
Challenge	Antek HealthWare, a healthcare software provider, was facing challenges in providing fast and effective support for its medical office software products. The company was using a client server-based solution, but as the company expanded its client base, it became clear that this type of software was not up to the task of supporting Antek’s nearly 2,000 clients. The clients had to install the software before any support sessions could be initiated, adding to the time and expense of end-user software implementation. In addition, the software required manual configuration of firewalls in order to allow for high-speed connections. In most instances, Antek’s support representatives had to connect to remote clients through dial-up, making the connection extremely slow. This resulted in longer call times and increased frustration among support representatives. Read More
About Customer	Antek HealthWare is a leading provider of innovative software solutions for the healthcare industry. The company's products, including the LabDAQ Laboratory Information System and DAQbilling Practice Management Software, are used by thousands of physicians and laboratory professionals every day. LabDAQ can be found in virtually every clinical laboratory environment, including hospitals, clinics, physicians’ office labs, and reference laboratories. DAQbilling is an Application Service Provider (ASP), offering lower start-up costs along with easier implementation and maintenance than traditional medical billing software packages. More than 40,000 physicians in the United States rely on Antek’s technology to provide better patient care and better business management within their offices, clinics and hospitals across the country. Read More
Solution	In September of 2005, Antek HealthWare simplified its remote support processes by implementing Bomgar, a remote support solution. Bomgar allows Antek to support its customers without any firewall configuration or pre-installation of a client on the end-user’s computer. This has significantly reduced the time and complexity of connecting to a client's system for support. To simplify the connection process even further, Antek has created an additional shortcut to the connection process. They have created a link on the welcome screen of their software, which directs clients to their site for support. This has made the process of connecting for support much quicker and easier for both the client and the support representative. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Discrete Manufacturing

Use Cases

Remote Asset Management

Remote Collaboration

Services

System Integration

Challenge

Antek HealthWare, a healthcare software provider, was facing challenges in providing fast and effective support for its medical office software products. The company was using a client server-based solution, but as the company expanded its client base, it became clear that this type of software was not up to the task of supporting Antek’s nearly 2,000 clients. The clients had to install the software before any support sessions could be initiated, adding to the time and expense of end-user software implementation. In addition, the software required manual configuration of firewalls in order to allow for high-speed connections. In most instances, Antek’s support representatives had to connect to remote clients through dial-up, making the connection extremely slow. This resulted in longer call times and increased frustration among support representatives.

About Customer

Antek HealthWare is a leading provider of innovative software solutions for the healthcare industry. The company's products, including the LabDAQ Laboratory Information System and DAQbilling Practice Management Software, are used by thousands of physicians and laboratory professionals every day. LabDAQ can be found in virtually every clinical laboratory environment, including hospitals, clinics, physicians’ office labs, and reference laboratories. DAQbilling is an Application Service Provider (ASP), offering lower start-up costs along with easier implementation and maintenance than traditional medical billing software packages. More than 40,000 physicians in the United States rely on Antek’s technology to provide better patient care and better business management within their offices, clinics and hospitals across the country.

Solution

In September of 2005, Antek HealthWare simplified its remote support processes by implementing Bomgar, a remote support solution. Bomgar allows Antek to support its customers without any firewall configuration or pre-installation of a client on the end-user’s computer. This has significantly reduced the time and complexity of connecting to a client's system for support. To simplify the connection process even further, Antek has created an additional shortcut to the connection process. They have created a link on the welcome screen of their software, which directs clients to their site for support. This has made the process of connecting for support much quicker and easier for both the client and the support representative.

Impact #1	Antek’s technical support department now handles an average of over 3,800 support incidents per month, and Bomgar is used on 75-80% of these incidents.
Impact #2	The implementation of Bomgar has resulted in less downtime for Antek’s customers and a much smoother support experience for both the support rep and customer.
Impact #3	The level of frustration among support representatives has significantly decreased.

Impact #1

Antek’s technical support department now handles an average of over 3,800 support incidents per month, and Bomgar is used on 75-80% of these incidents.

Impact #2

The implementation of Bomgar has resulted in less downtime for Antek’s customers and a much smoother support experience for both the support rep and customer.

Impact #3

The level of frustration among support representatives has significantly decreased.

Benefit #1	In a period of nine months, average call times decreased by 33%, from 9 minutes, 5 seconds to 6 minutes, 12 seconds.
Benefit #2	First-call resolution and incident handling capacity both increased by approximately 20%.

Benefit #1

In a period of nine months, average call times decreased by 33%, from 9 minutes, 5 seconds to 6 minutes, 12 seconds.

Benefit #2

First-call resolution and incident handling capacity both increased by approximately 20%.

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Overview

Healthcare Software Provider Alleviates Support Rep Frustration with Appliance-Based Remote Support

Operational Impact

Quantitative Benefit