Case Study: Carestream Dental LLC achieves exceptional customer experience and cost savings with BeyondTrust

Remote Support That Helps Deliver an Exceptional Customer Experience

Carestream Dental, a provider of practice management software and digital radiography serving more than 20,000 practices in the U.S. and Canada, struggled with unreliable remote support as networking moved from dial-up to broadband. Using pcAnywhere left technicians spending as much time fixing connections as helping clients, and the company needed a reliable, easy-to-use way to support attended and unattended systems, high call volumes (about 350,000 annually) and complex billing/training issues.

Since adopting Bomgar in 2005, Carestream uses simple session links, Bomgar Jump for unattended access, session recording and exit surveys to speed connections, run multiple simultaneous sessions, escalate collaboratively and monitor quality. The result: dramatically improved customer experience, better first-call-resolution processes, a more than 10-point increase in Net Promoter Score, and projected operational savings (estimated $70–$80K annually from FCR improvements), plus easier training and management oversight.

Carestream Dental LLC

David Chism

Technical Solutions Manager