Case Study: JMC IT achieves 98% remote fix rate and reduced MTTR with BeyondTrust

Providing Superior Service To A Dispersed Customer Base

JMC IT, founded in 1981, supports more than 450 clients including major sports clubs and national organisations, delivering incident handling, on-site installation and outsourced IT management from a core team plus field engineers. As customers spread across the UK and internationally and trends like remote working and BYOD grew, JMC faced inconsistent, ad-hoc remote access tools and needed a standardized, secure and auditable solution that met strict compliance requirements (including PCI) while keeping clients in control.

JMC implemented Bomgar’s appliance-based SupportCare Portal to centralize secure, auditable remote access. The result: 98% of incidents are resolved remotely (out of 20,000+ incidents/year), fewer site visits, lower MTTR and support costs, higher incidents-per-staff ratios, expanded mobile/tablet support and improved collaboration with third parties—driving stronger client retention and new business wins.

JMC IT

Steven Pallett

Supportcare Manager