Case Study: Cresa achieves faster, more secure remote support and higher end-user satisfaction with BeyondTrust

Improving The End User Experience with Secure Remote Support

Cresa is an international commercial real estate advisory firm that exclusively represents tenants, with about 960 employees, 55 North American offices and a presence in 40 countries. When National Director of Infrastructure Gene Glekel took over support, he found the company’s cloud-based remote support tool slow, unstable and cumbersome—requiring a resident agent, administrative changes on user machines, repeated reconnects after reboots, frequent patching and exposing the network to security risks—leading to poor end-user experience and inefficient IT operations.

Cresa deployed Bomgar’s appliance-based remote support to address these issues: technicians can start one-click web sessions, access 55 servers via Bomgar Jump Clients, and maintain connections through reboots and slow links. With SSL encryption, directory integration, audit trails and native integration with Dell KACE, the six-person service desk now supports users more reliably and securely, dramatically reducing time-to-start and time-to-resolution and driving near‑perfect user satisfaction.

Cresa

Gene Glekel

National Director of Infrastructure