Case Study: Healthcare organization achieves faster remote support and HIPAA‑compliant security with BeyondTrust (Bomgar Remote Support)

Raising the Bar for Healthcare Remote Support

A North American healthcare organization with about 3,000 employees across 150 offices faced a busy, distributed support environment: most staff work on virtual desktops, technical skill levels vary widely, and the help desk fields roughly 150 calls per day—many about printing/scanning—while needing to maintain HIPAA and HITRUST-aligned security and scale support across multiple brands after rapid growth and acquisitions.

The IT team deployed Bomgar Remote Support (virtual appliance), using instant remote sessions, session recording, File Transfer, Jump Clients and chat, plus Bomgar’s encryption and audit logs to meet compliance. The result: faster, more consistent issue resolution and cross-team collaboration, reusable recordings for training and development, scalable multi-brand deployment, and plans to securely manage vendor access—so much adoption that employees now commonly say “Bomgar into my machine.”