Case Study: Central Michigan University achieves faster remote student support and halves time-to-resolution with BeyondTrust

Central Michigan University - Customer Case Study

Central Michigan University (CMU), one of the nation’s 100 largest universities with extensive online and off‑campus programs, needed a faster, more flexible way to support a growing, geographically dispersed and tech‑savvy student population. On‑site visits were impractical for distance learners, and the IT office sought a Remote Support Automation solution to meet student expectations and support the university’s strategic enrollment priorities.

A 13‑member committee selected Bomgar for its secure, cross‑platform remote support, click‑to‑chat, remote scripting and full audit trail. Within three months CMU saw significantly faster time‑to‑resolution—chat sessions resolve in less than half the time of phone calls—higher student and prospect adoption of click‑to‑chat, fewer escalations, and improved satisfaction, prompting placement of chat access across the website, Blackboard and the CMU Portal.

Central Michigan University

Jeffrey Mcdowell

Help Desk Manager