BeyondTrust Case Studies Support for Remote Clients Raising the Bar at CSC

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	Support for Remote Clients Raising the Bar at CSC BeyondTrust

Support for Remote Clients Raising the Bar at CSC

BeyondTrust

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Business Operation
Use Cases	Remote Collaboration Remote Control
Services	System Integration
Challenge	CSC, a global leader in providing technology-enabled business solutions and services, faced several challenges in its help desk operations. The company's clients are geographically dispersed, leading to language and cultural barriers. The company also had to support multiple platforms and comply with various federal security and privacy regulations due to its clients being in highly-regulated industries such as government, healthcare, and banking. Previously, CSC used a combination of applications to access certain client desktops. However, many of these tools did not provide the required encryption needed to connect securely, and they either did not have sufficient logging and reporting capabilities for auditing or created disconnected silos of reporting data. Read More
About Customer	CSC is a global leader in providing technology-enabled business solutions and services. The company offers a broad range of capabilities, helping clients manage complexity, focus on core businesses, collaborate with partners and clients, and improve operations. CSC is vendor-independent, delivering solutions that best meet each client's unique requirements. For 50 years, clients in industries and governments worldwide have trusted CSC with their business process and information systems outsourcing, systems integration, and consulting needs. The company trades on the New York Stock Exchange under the symbol 'CSC.' With 92,000 employees and $16 billion in annual revenue, CSC is one of the world's largest technology services firms, serving commercial and government clients all over the world. Read More
Solution	CSC turned to Bomgar to help them overcome these challenges. Bomgar offered a flexible licensing model that suited their sizable help desk, enabling them to provide better support to more environments. In addition to improving their international support services with a multi-language, multi-OS user interface, Bomgar also proved to work in challenging environments where issues like high latency and limited bandwidth are common. Bomgar answered security and privacy concerns by default, as Bomgar sessions are user-initiated, which is required by CSC policy. The customer must call the service desk to initiate the remote desktop support session and remain present and in control for the duration. Bomgar’s extensive logging and reporting capabilities also enable CSC to keep a central audit trail for all remote support activity, protecting both the company and its clients. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Business Operation

Use Cases

Remote Collaboration

Remote Control

Services

System Integration

Challenge

CSC, a global leader in providing technology-enabled business solutions and services, faced several challenges in its help desk operations. The company's clients are geographically dispersed, leading to language and cultural barriers. The company also had to support multiple platforms and comply with various federal security and privacy regulations due to its clients being in highly-regulated industries such as government, healthcare, and banking. Previously, CSC used a combination of applications to access certain client desktops. However, many of these tools did not provide the required encryption needed to connect securely, and they either did not have sufficient logging and reporting capabilities for auditing or created disconnected silos of reporting data.

About Customer

CSC is a global leader in providing technology-enabled business solutions and services. The company offers a broad range of capabilities, helping clients manage complexity, focus on core businesses, collaborate with partners and clients, and improve operations. CSC is vendor-independent, delivering solutions that best meet each client's unique requirements. For 50 years, clients in industries and governments worldwide have trusted CSC with their business process and information systems outsourcing, systems integration, and consulting needs. The company trades on the New York Stock Exchange under the symbol 'CSC.' With 92,000 employees and $16 billion in annual revenue, CSC is one of the world's largest technology services firms, serving commercial and government clients all over the world.

Solution

CSC turned to Bomgar to help them overcome these challenges. Bomgar offered a flexible licensing model that suited their sizable help desk, enabling them to provide better support to more environments. In addition to improving their international support services with a multi-language, multi-OS user interface, Bomgar also proved to work in challenging environments where issues like high latency and limited bandwidth are common. Bomgar answered security and privacy concerns by default, as Bomgar sessions are user-initiated, which is required by CSC policy. The customer must call the service desk to initiate the remote desktop support session and remain present and in control for the duration. Bomgar’s extensive logging and reporting capabilities also enable CSC to keep a central audit trail for all remote support activity, protecting both the company and its clients.

Impact #1	Bomgar's impact on the CSC service desk has been extremely positive.
Impact #2	Calls that were once escalated to higher, more expensive support tiers are now handled in lower, more economical tiers.
Impact #3	Clients previously unable to receive remote support due to privacy and security concerns can now connect with confidence.

Impact #1

Bomgar's impact on the CSC service desk has been extremely positive.

Impact #2

Calls that were once escalated to higher, more expensive support tiers are now handled in lower, more economical tiers.

Impact #3

Clients previously unable to receive remote support due to privacy and security concerns can now connect with confidence.

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Overview

Support for Remote Clients Raising the Bar at CSC

Operational Impact