Case Study: ANATEL achieves secure, enterprise-grade remote support and faster incident resolution with BeyondTrust

Finding A Feature-Rich Remote Support Solution To Meet An Enterprise’s Varied Requirements

Brazil’s National Telecommunications Agency (ANATEL), Brazil’s regulator for telecommunications, needed a more robust remote support tool after refreshing workstations in 2014. Their existing Lync-based approach didn’t support new operating systems, and new security policies required stronger authentication, encrypted sessions and audit trails; ANATEL also needed support for mobile devices, Linux servers, switches and routers across a large, dispersed user base.

After evaluating multiple vendors, ANATEL chose Bomgar for its single-tenant appliance architecture, encrypted session traffic, session recording, broad OS/device support and concurrent licensing. A one-month pilot handled 227 remote calls with an average session of 29 minutes (vs. a 6-hour SLA) and 89% first-tier resolution (vs. 50% SLA), significantly reducing on-site support; ANATEL plans wider rollout and ticketing integration, with local partner PBTI assisting implementation.

Anatel

Jorge Wilson da Silva Mendes

IT Manager