Case Study: Norton Healthcare achieves faster resolutions and major cost savings with BeyondTrust

Major Healthcare System Redefines Support Center with Remote Support

Norton Healthcare, a Louisville-based system with five hospitals, 10 immediate care centers and nearly 10,000 employees across 50+ locations, needed a secure, scalable remote support solution after homegrown tools failed. The support center sought a HIPAA-compliant product that could handle diverse devices (Windows, Mac, Linux, BlackBerry, mobile), reduce long phone sessions and escalations, cut costs, and support off‑network users and new hospital rollouts.

After team-led trials, Norton deployed the Bomgar appliance for concurrent licensing, vendor access control and session recording. The change cut on-site timeshare visits by 90%, reduced call times 30–60%, increased first-call resolution by 55%, and lowered escalations by 60%, delivering payback in eight months. Bomgar also streamlined training, improved BlackBerry support, and became a key part of Norton’s disaster recovery plan.

Norton Healthcare

Mitch Bryant

Support Manager