Case Study: Indiana University achieves secure, scalable remote support and 24/7 chat efficiency with BeyondTrust

Indiana University Secure Remote Support, Robust Chat Serve A Leading Research Institution

Indiana University, a multi‑campus public research institution serving over 114,000 students, needed a more reliable and secure way to provide IT support. Technicians were often forced to make site visits because earlier remote tools were slow and dropped connections, and the university’s long‑running chat vendor lost support; additionally, Clinical Affairs required a HIPAA‑compliant solution that would not expose data outside the firewall.

IU selected Bomgar’s appliance for its encrypted, permission‑based remote access and integrated chat. Using features like Jump Client, easy chat transfer and session sharing, and planned API/ticketing integration, teams across UITS and Clinical Affairs reduced travel, improved time‑to‑resolution, and scaled support—handling more than 14,000 Clinical Affairs sessions annually and over 34,000 chat requests last year with an 85‑rep, 24/7 chat operation.

Indiana University

Beth Norzinskay

Project Manager for Client Services