Remote Support Appliance Implementation Wins InfoWorld Award for Physician Micro Systems, Inc.

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Implementing NetworkStreaming’s remote support appliance voted one of the 100 Best Projects of the Year.

InfoWorld’s 100 Projects of the Year award recognizes shining examples of IT projects that save companies money, and make their day-to-day operations more efficient and reliable. Among the 2005 winners is Physician Micro Systems, Inc. (PMSI), a leader in the development of electronic health records (EHR), practice management and computerized physician order entry (CPOE) software. Over 1300 medical offices, from solo practitioners to large enterprise multi-clinic suites, use PMSI’s systems. The award was given for implementation of NetworkStreaming’s remote support appliance.

For PMSI’s clients, critical health and medical decisions are often dependant on quick access to information. Privacy is also a high priority -- especially in light of the Health Insurance Portability and Accountability Act (HIPAA), which has necessitated increased security measures.

PMSI’s former solution was slow and had connectivity issues when dealing with different firewalls and networks. The IT support staff was spending excessive time handling connectivity issues instead of solving their clients’ problems.

To meet their remote support needs, PMSI implemented NetworkStreaming’s Remote Support Appliance. The Support Appliance includes remote PC support software, called SupportDesk, that logs into PMSI’s existing infrastructure delivering fast and secure access. The IT support team gains access to any PC anywhere in 10 seconds, and can fully control the remote computer as if they were physically at its console. As data is routed through PMSI’s existing infrastructure, chain of trust agreements are not needed. And the logging and reporting features track every transaction, laying the groundwork for an accurate audit trail.

“The appliance was incredibly easy to implement and manage,” said Malcolm Hooper, PMSI operations manager. “Because we host the appliance internally, we save on monthly fees that an ASP solution demands and we have full control over our data security.”

Reduced time on support calls was also vital. “Every second I’m not spending connecting to our clients’ PCs, means more time fixing the problem, allowing our customers to get back to work more quickly,” said PSI IT Support Representative Paul Brogan. “Also, with our previous solution, we were spending close to 10 minutes to connect to our customers, losing valuable time and money.”

“Choosing NetworkStreaming’s Remote Support Appliance over the competitors was an obvious solution for us,” said Hooper. “SupportDesk was clearly more cost-effective and manageable that other remote-control solutions.”

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