Case Study: Johns Hopkins Applied Physics achieves $100,000 annual savings and faster, more secure remote support with BeyondTrust

A Remote Support Solution to Meet Johns Hopkins University's Rigorous Security Standards

The Johns Hopkins University Applied Physics Laboratory (APL), a federally funded, security-sensitive research center supporting government agencies, needed a more secure and reliable remote support solution. Its IT Support Department (50 technicians serving 6,000 users) faced session-connect failures (~75% success), costly downstream onsite visits (about $100,000/year), and security concerns that prohibited third-party or SaaS tools.

APL deployed Bomgar’s appliance-based remote support, which keeps session data onsite, requires user permission, and provides full audit trails. Bomgar connected 99% of the time (20–30% faster than competitors), enabling faster onboarding for agents and delivering measurable benefits: $100,000 annual savings, 16% more ticket closures, 21% higher connection success, 46% faster time-to-connect, 37% shorter resolution times, and an 8% reduction in SLA violations.

Johns Hopkins Applied Physics

Chris Miller

Sr. Help Desk Analyst