Case Study: Flinders University achieves streamlined remote support and 92%+ first-contact resolution rate with BeyondTrust

Enhancing Collaboration and End-User Satisfaction by Consolidating Remote Support

Flinders University, a large public university in Adelaide with about 2,500 staff and 20,000 students, struggled with fragmented IT support: three siloed teams using multiple remote-support tools, frequent user handoffs and questions to determine the right tool, no session tracking or reporting, and inconsistent response times and first-contact resolution.

After testing several products, the university consolidated on Bomgar, enabling the teams to merge, support Windows and Mac clients (even over low bandwidth or during internet outages), and use features like Jump Client, session recording and post-session surveys. The change boosted first-contact resolution from 65% to over 92%, improved non-troubleshooting first-time fixes to ~80%, produced high satisfaction scores (average ~4.6 with a 30% response rate), and helped the team earn top customer-service rankings in Australian and New Zealand universities.

Flinders University

Steve Trickey

IT Client Services Manager