Case Study: Hoosier Energy halves remote support resolution time and doubles support efficiency with BeyondTrust

Transforming Remote Support with Capabilities that Exceed Expectations

Hoosier Energy, a Bloomington-based generation and transmission cooperative serving 18 member distribution co-ops across central and southern Indiana and southeastern Illinois, was hampered by an antiquated remote-support tool that frequently failed to connect, forcing technicians to drive onsite and prolonging issue resolution. Help desk lead Monty Dine identified the problem after repeated failed attempts to support users remotely and recommended a trial of Bomgar to replace the unreliable solution.

After deploying Bomgar, Hoosier’s six support reps gained features like Jump Client, Intel vPro troubleshooting, chat and Dell KACE integration, and a SharePoint-linked support site, enabling immediate, secure access to desktops and mobile devices. The result: time-to-resolution dropped from about eight minutes to roughly 3.5–4 minutes, roughly doubled efficiency, strong end-user feedback, and expanded Bomgar use across application support and server maintenance teams.

Hoosier Energy

Monty Dine

Help Desk Lead