in Client Case Studies

Goverlan Helps Pekin Hospital IT Dept. Increase First Call Resolution

Goverlan allows Pekin Hospital IT Department to provide instant support hospital-wide with real-time data & powerful remote control.

 

The IT Department at Pekin Hospital is using Goverlan to provide vital support to the nurses and doctors at the full-scale medical facility in Pekin, Illinois.

In charge of delivering instant support to highly mobile medical personnel, it’s essential for the Pekin Hospital IT Department to quickly locate a user’s machine.  “Our users don’t have home machines; a nurse may use 10 different machines throughout the day, whether at a nurses’ station, cart, or patient room,” explained Aaron Sherman, System Administrator. Goverlan can detect all logged-in workstations in real-time by username search. “With Goverlan, I can simply ask; ‘nurse, what’s your name?’ – and instantly I can see all the machines that user is logged into and narrow down to where she or he is at the moment in mere seconds,” he expanded.

 

“With Goverlan, I can simply ask; ‘nurse, what’s your name?’ – and instantly I can see all the machines that user is logged into and narrow down to where she or he is at the moment in mere seconds.”

 

 

Additionally, because doctors and nurses need on-the-spot solutions during high-urgency situations, it’s critical for the Pekin Hospital IT Group to troubleshoot problems with speed and efficiency. By putting real-time, in-depth user and machine information – such as memory usage, running programs, and various system stats – immediately at an administrator’s fingertips in an easy-to-navigate drill down menu, Goverlan has helped the group be more proactive in resolving calls – dramatically improving first-call resolution. “Goverlan, unlike other solutions, offers real-time data. When we log into the domain, we are looking at PCs as they are at that instant. A nurse may call in frantic and simply not have the time to describe the problem in great detail. With Goverlan, I can be remotely viewing a user’s desktop before they are finished explaining the problem,” remarked Sherman.

The group also benefits from Goverlan’s powerful remote control capabilities and the ability to create customized sets of specific actions, or Scope Actions, such as software deployments, that can be pushed to a single target or group of users/machines with just one click.  These custom actions are reusable, shareable, and can be scheduled to run as needed. “Goverlan has a much superior remote control component, outperforming Net Support Manager and ManageEngine’s Desktop Central, even with recent updates which improved the latter’s capabilities. Deploying software with Goverlan’s Custom Actions or a Scope Action also gives us tons more options than Desktop Central does and software deployments can now be done with more efficiency and reliability,” the team noted.

 

“Goverlan has a much superior remote control component, outperforming Net Support Manager and ManageEngine’s Desktop Central, even with recent updates which improved the latter’s capabilities. Deploying software with Goverlan’s Custom Actions or a Scope Action also gives us tons more options than Desktop Central does and software deployments can now be done with more efficiency and reliability.”

 

 

With a clean, intuitive interface, Goverlan is inherently easy to use from day one, and its simple licensing schema – one perpetual license per technician (no node fees) – makes it a very cost-effective solution. Sherman concluded; “Setting time aside to learn a complex desktop admin tool is difficult to justify. With Goverlan, we were installed in minutes and using it in meaningful ways within hours, without having to consult the manual. Other tools such as ManageEngine’s Desktop Central, Dell KACE, and Microsoft SCCM are difficult to configure out of the box and have a steep learning curve. For people in under-staffed IT departments that have to wear 20 different hats, we prefer tools that are easy to use and get the job done, for a smaller price tag.”

For more information, read the full case study here.

Download a free, full 30-day trial of Goverlan today. Learn more about Goverlan’s ROI & benefits.