Case Study: Northwell Health achieves HIPAA-compliant, faster remote support and 87% first-call resolution with BeyondTrust

Remote Support Capabilities That Meet The Evolving Needs Of A Major Health System

Northwell Health, the 14th-largest U.S. health system with 21 hospitals and a 61,000-strong workforce, needed a modern IT service management approach with stronger remote support. Their legacy solution couldn’t connect to Mac devices, required end-user involvement to reboot and reconnect, and lacked the security and performance needed to meet HIPAA and enterprise requirements.

Northwell deployed Bomgar’s appliance-based remote support to enable Mac support, seamless post-reboot session recovery, faster session setup (1.5–2 minutes saved on average), and secure in‑firewall communications with AES-256 encryption. The platform’s Jump Client, collaborative session escalation, screen annotations and Internet-accessible support for Citrix users boosted technician efficiency and user experience, helping the team maintain an ~87% first-call resolution rate and improving overall service delivery.

Northwell Health

Michael Turpin

Director of Service Management