Case Study: ICE Systems achieves faster incident resolution and scalable support with BeyondTrust

ICE Systems - Customer Case Study

ICE Systems is a Sydney-based systems integrator that supports heterogeneous enterprise environments (Windows, Mac, Linux) and provides data center management for clients across Australia. With a five-person support team and many customers in highly regulated industries, ICE needed an additional support channel beyond phone and field visits, secure unattended access to remote systems, and a robust audit trail to meet compliance requirements.

ICE deployed Bomgar’s remote support appliance to provide secure, cross-platform unattended access and full session recording. The solution improved first-call resolution and response times, enabled the small team to handle growing call volumes without extra staff, and delivered detailed audit reports for compliance—resulting in higher customer satisfaction and more efficient incident handling.

ICE Systems

Neil Smith

Technical Director