Case Study: Antek HealthWare achieves 33% faster support and 20% higher first-call resolution with BeyondTrust

Healthcare Software Provider Alleviates Support Rep Frustration With Appliance-Based Remote Support

Antek HealthWare, developer of LabDAQ and DAQbilling software used by thousands of healthcare providers, needed faster, more reliable remote support for nearly 2,000 client sites. Their previous client-server approach required pre-installation and manual firewall changes, often forcing slow dial-up connections and chained VNC sessions that prolonged calls and frustrated support staff.

In 2005 Antek deployed Bomgar’s appliance-based remote support, removing the need for client installs or firewall configuration and adding an in-app shortcut for one-click access. About 40 support reps now use Bomgar on 75–80% of roughly 3,800 monthly incidents, cutting average call time by 33% (from 9:05 to 6:12), and increasing first-call resolution and incident-handling capacity by about 20%, while reducing downtime and technician frustration.

Antek

Stewart Macis

Technical Support Manager