Case Study: Zappos.com achieves on-demand, multi-platform remote internal support for 1,600 employees with BeyondTrust

Zappos.com - Customer Case Study

Zappos, famous for its customer-first culture, needed to bring that same level of service to supporting 1,600 employees across two time zones, traveling merchandisers and at‑home staff. The internal IT team faced a multi‑platform environment (Windows, Mac, Linux and mobile), a Linux‑based call center that required cross‑platform control, intermittent VPN access and growing support demand that traditional tools couldn’t reliably meet.

By deploying Bomgar’s appliance‑based, multi‑platform remote support, Zappos enabled technicians to connect over the internet in seconds—without preinstalled software or a VPN—and support Windows, Mac, Linux and mobile devices, plus unattended systems and presentations. Twenty support pros now deliver on‑demand, branded support daily, improving IT effectiveness, extending the team’s in‑person culture online and streamlining remote troubleshooting.

Zappos.com

Charles Anderson

Tech Support Supervisor