Case Study: Cheshire and Merseyside Commissioning Support Unit achieves faster response, improved security and reduced costs with BeyondTrust

Making A Shift To Secure Remote Support

Cheshire and Merseyside Commissioning Support Unit (CMCSU) formed from several merged organisations to support over 20,000 NHS staff and manage 11,000 devices across 218 locations. The merger highlighted inconsistent support models and a mix of remote tools, so CMCSU needed a secure, auditable remote-support solution and a hybrid approach that combined fast call-throughput with higher first-call resolution.

CMCSU deployed a Bomgar B300 appliance with 23 concurrent licenses and an integrated web portal for ticketing, enabling secure remote fixes, full auditing and controlled third-party access. The change delivered faster resolutions (issues now handled in minutes), exceeded the 75% Live Transfer SLA with >82% performance, cut travel costs by about 70%, eliminated separate VPN token costs, and produced clear ROI and positive user feedback.

Chesire and Merseyside Commissioning Support Unit

Criss Richards

Solutions Architect