Case Study: Informatics Merseyside cuts resolution time from days to minutes and reduces onsite visits with BeyondTrust

Delivering IT Support for Every Aspect of a Wide-Rangin Healthcare System

Informatics Merseyside provides IT support to more than 11 NHS trusts across roughly 300 sites and 20,000 desktops (plus mobile devices) in the Merseyside health economy. The team faced limited network connectivity to many sites, multiple domain-specific support tools left over from organizational mergers, and strict NHS security/compliance requirements that ruled out many cloud-hosted remote support options.

Deploying the Bomgar appliance on their network gave Informatics Merseyside secure, cross-domain remote access that integrates with existing systems. The result: far fewer onsite visits, faster collaboration across tiers, resolution times dropping from an average of two days to about 10 minutes, new training and recording workflows, multi-platform mobile/tablet support for upcoming projects, and freed technician capacity for proactive work and cost savings—helping the organization meet its QIPP goals.

Informatics Merseyside

Steven Parker

Technical Innovations Lead