Case Study: Smiths Group achieves centralized, highly secure global remote IT support and faster first-call resolution with BeyondTrust (Bomgar)

Smiths Group Standing Apart From the Crowd in Meeting Global Remote IT Support Needs

Smiths Group PLC, a global technology company with 23,000 employees across 400 sites, consolidated its previously decentralized IT into a single global team and needed a centralized, highly secure remote support solution to serve more than 14,000 internal users. Strict security requirements and multi-language support ruled out SaaS options, so the company sought an on‑premise, flexible tool that could integrate with existing security controls and break down geographic and cultural barriers.

Bomgar’s appliance‑based, agentless solution was deployed behind Smiths’ firewall, offering multi‑language support and concurrent licensing to match 24/7 operations. The rollout was quick and well supported, and analysts gained the ability to see and fix remote issues directly—leading to improved first‑call resolution and faster call‑to‑answer times, a stronger IT service image, and plans to expand the solution’s use both internally and for select external customers.

Smiths Group

Neil Cornwell

Director of Service Support