Case Study: Memorial Hermann achieves HIPAA-compliant remote physician support and higher physician satisfaction with BeyondTrust

Memorial Hermann - Customer Case Study

Memorial Hermann, the largest not-for-profit healthcare system in the Southeast, needed a HIPAA-compliant, easy-to-use remote support solution to serve 4,100 affiliated physicians across hospitals, clinics, and treatment centers. With a 23-agent support center, they required a tool that worked over the Internet without pre-installation, let physicians initiate sessions, and reduced the need for on-site technician visits.

They selected Bomgar as the only solution that met their security and network-control requirements — an appliance-based, no-footprint system with end-user–initiated sessions. Bomgar allowed Memorial Hermann to launch the physician support line without adding staff, improve first-call resolution, and achieve four consecutive years of increased physician satisfaction and the highest IT customer satisfaction scores, while extending remote support across multiple internal teams.

Memorial Hermann

David Youngflesh

Support Center Manager