Case Study: Shaw Industries achieves secure, cost-efficient global remote support with BeyondTrust

Advanced Capabilities Enhance Remote Support for a Global Organization

Shaw Industries, a global flooring manufacturer with roughly $4 billion in annual sales and 24,000 employees, faced fragmented and insecure remote-support capabilities across its distributed sales, distribution and manufacturing sites. Multiple cloud-based tools with different interfaces and named-seat licenses made support inefficient, costly and hard to control—especially for traveling or off-domain users—so Shaw sought to consolidate tools, strengthen security and reduce licensing expense.

Deploying Bomgar’s on‑premises appliance with concurrent licensing and ServiceNow integration gave Shaw centralized control, secure off‑network access, and streamlined workflows. Features like encrypted file transfer, stored credentials, scripting, chat and session recording improved efficiency and auditing, enabled easier collaboration and training, and increased first‑call resolution from 75% to about 79% while lowering licensing costs and boosting security.

Shaw Industries

Stacey Nicholson

Help Desk Manager