Intelligent CIO North America Issue 02 | Page 63

CASE STUDY

WE WENT FROM

ROUGHLY 30 PROVIDERS THAT COULD PROVIDE

TELEHEALTH SERVICES TO 1,800 .

disruptions in productivity and meeting HIPAA compliance regulations . With the BeyondTrust solution , Norton Healthcare :
• Reduced incident handling times by 30 – 60 %
• Increased first-call resolution by 55 %
• Decreased on-site visits for remote offices by 90 %
How Norton Healthcare adapted IT Support and expanded telehealth during the COVID-19 pandemic
Why BeyondTrust ?
Norton Healthcare has been using BeyondTrust Remote Support for more than 12 years . In his search to find the right remote support tool , Bryant looked to lower costs for his support center through concurrent licensing , increased first-call resolution , lower incident handling times , decreased call escalations and reduced on-site visits .
His team also needed a secure solution that enabled them to meet HIPAA compliance standards , including data encryption and session recording . Norton Healthcare also particularly appreciates the following BeyondTrust solution features :
• Mobile Device Support : The demand for mHealth and telehealth services has increased exponentially . With the number of mobile devices used among its workforce continually increasing as well , the team relies on BeyondTrust to help support all these endpoints
• Data Encryption and Session Recording : BeyondTrust automatically records all session activity , and all session data is encrypted to ensure that they stay HIPAA compliant
Security and productivity success with BeyondTrust
According to Bryant , BeyondTrust Remote Support is the most costeffective solution the Norton Healthcare support organization has found for increasing customer satisfaction , reducing
As a consequence of COVID-19 , Norton Healthcare has had to support an exploding number of remote workers . And with many employees using personal devices , Bryant ’ s team needed to ensure that remote support and remote sign-in services were able to support BYOD in a secure fashion .
Looking ahead
Bryant ’ s team is preparing their BeyondTrust tool to support considerably more mobile devices than ever before . They are also looking at migrating their BeyondTrust instance to the cloud to reap further flexibility and scalability benefits .
“ I ’ ve seen a lot of solutions , but the team and product at BeyondTrust are truly best of breed ,” said Bryant .
“ The one thing that helps BeyondTrust stand out is not just the technician side of things , but more importantly , the customer side of the support process . It ’ s so important to have something that is easy for the customers to use , and BeyondTrust accomplishes that for us .” • www . intelligentcio . com INTELLIGENTCIO
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