Insights

Webinar Recap: How healthcare organizations can use remote support to cure different business

Laurie Asmus

March 21, 2023

Remote support tools provide on-demand break/fix support. But there are so many more use cases that can open up when you start thinking outside the desktop support box and embrace the full power of a best-in-class remote support solution like Rescue, built by GoTo. 

In the recent webinar, Think Outside the Desktop Support Box: How Healthcare Organizations can use Remote Support to Cure Different Business Problems, GoTo’s Katie Steward, Product Marketing Manager, and Tully Moore, Account Executive, Strategic Sales, walked through various ways healthcare organizations (and really any other industry) can leverage Rescue to stay compliant and scale support to more devices and use cases.

Here are the highlights:

Traditional remote support has its limits.

Having the option to provide quick break/fix support is critical in the healthcare industry, as physicians, clinicians, and patients don’t have a lot of time to wait. Live (attended, with a user present) or unattended (without a user present) options can get a device back up and running quickly.

But while speed and efficiency are top priorities in healthcare, there tends to be a level of security concern when it comes to unattended access and not all solutions are approved for use based on stringent security protocols. In many instances, unattended access, which requires leaving a connection behind to provide support later, can only be used by the IT department and not by the general help desk or contact center, which typically provides more widespread support to users both inside and outside the IT environment.

Rescue allows you to bring unattended remote support capabilities to all support teams by giving you the level of control you need to meet security regulations, such as those from Health Insurance Portability & Accountability Act (HIPAA) and personal identifiable information (PII) data collection. 

With Rescue, control is in your hands.

Rescue goes beyond traditional solutions, providing greater control and capabilities without losing ease of use, security, or scalability. In the unattended access example provided above, you can toggle on or off permission access for a group or agent to be able to support device that does not have a user in front of it. For example, an Internal IT agent would greatly benefit from being able to access a computer in a lab or an electronic wallboard, but support agent helping a clinician with medical billing or electronic medical records (EMRs) should not have access to this functionality.

But having granular control is about more than having a bunch of checkboxes. Different support teams need different levels of permissions, but most solutions will not allow you to standardize on one support tool across multiple support teams. 

Let’s say you have a Tier 1 triage team dealing with a high volume of support requests. They need a quick and easy way to help the end user as though they were there in person. Internal IT teams need a deeper level of control to be able to operate as administrators, like the ability to run and install programs, and make sure systems are updated. 

Rescue lets you easily configure the appropriate controls to design an experience aligned by the requirements of the group—including selecting what’s collected and how, and where it’s stored.

Most remote support solutions are either too robust with controls that cannot be customized by agent groups, or the more basic screen-share tools that might work for Tier 1 can’t be leveraged by Internal IT. Rescue empowers teams to adopt one solution and customize the controls for various agents.

Bridging the gaps to support everything. 

In a nutshell, Rescue goes well beyond traditional remote support solutions. In fact, it’s enterprise-grade remote support that’s easy to deploy, customize, use, and manage. It’s the one secure solution you can use across your organization for every remote support use case. In fact, it is so reliable and trusted that in March 2023, GoTo reached a 1B remote session milestone.

Software Support 

Support the software your healthcare organization relies on, like medical billing, EMR, and highly specialized applications like radiology software, in a way that is consistent and reputable, on or off network, no matter where the end user or technician is located.

Physical Devices

It's not just software that needs to be supported. Provide support to machines or physical devices, such as clinical labs, dialysis machines, X-ray machines, and medical equipment. Rescue Live Lens camera sharing allows technicians to view physical equipment and environments as if they were in the same room.

For more insights and information, watch the webinar and learn more about Rescue.

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