Case Study: UNC Health Care achieves unified, secure remote IT support and rapid EMR rollout with BeyondTrust

UNC Health Care Delivering Effective IT Support Across A Healthcare System

UNC Health Care is a statewide, not‑for‑profit integrated health system affiliated with the UNC‑Chapel Hill School of Medicine, employing more than 20,000 staff across multiple hospitals and regional facilities. After acquiring hospitals with differing IT tools and workflows, leadership set a goal to standardize remote support and prepare for a large electronic medical records (EMR) rollout that would require fast, consistent training and troubleshooting for thousands of users.

UNC Health Care evaluated several products and standardized on Bomgar for its security, session recording, multi‑technician collaboration and quick‑connect features (including a customized “life preserver” support button). Bomgar enabled 90 on‑site consultants during the EMR go‑live, handled more than 1,000 support calls per day in the initial weeks, simplified off‑network connections and file transfers, allowed preconfigured consultant permissions, and improved quality assurance — delivering a unified, efficient and secure remote support experience across the system.

UNC Health Care

Annette Davis

Information Technology Director