On-Call IT Support For Doctors across Denmark

Who can doctors call when they need expert IT support? With the help of NetOp On Demand Remote Control, Lægernes EDB Central A/S offers a timely, comprehensive, effective, and security-conscious way to maintain IT support.

The goal of the Lægernes EDB Central A/S (The Doctors' EDB Central) is to provide professional and expert IT service to doctors and consultantsas well as create a forum for doctors' EDB needs. Lægernes EDB Central A/S, with its head office in Birkerød, has service technicians based across Denmark and offers IT support to doctors throughout the country.

Doctors are increasingly solving their administration tasks using computers, for example, to keep track of appointments, check electronic records, update patient journals, write prescriptions, and so on.

Previously, Lægernes EDB Central had to rely on old fashioned and inefficient ways of supporting medical professionals with their computer issues. As Per Winther, General Manager at Lægernes EDB Central explains: "When doctors phoned, we had to try and imagine what their screens looked like so that we could identify the problem that they were facing. If we couldn't, we'd have to drive out to visit them, sometimes as far as 200 km away. In other situations, we would have to deliver a file and often couldn't send it in an e-mail, so we'd have to burn it on a CD and send it by post. Before we had NetOp On Demand Remote Control, our service was inefficient and we used a lot of resources on service technicians."

One of the greatest advantages of NetOp On Demand is that service technicians can remotely support a large number of doctors who are outside their own network. No software needs to be preinstalled or running and the program automatically removes all of its software components from the doctor's computer once the support session has ended. This eliminates the need to maintain, upgrade, and service newly installed client applications.

NetOp On Demand enables remote support to be offered to all doctors, regardless of where they are. For Lægernes EDB Central, this has saved a great deal of time and made a huge difference to their efficiency. Instead of driving out to the doctors' clinics throughout Denmark, technicians can offer instant expert technical support in response to a help request. And the process of remote control - being able to see the screen of a remote computer and controlling its keyboard and mouse - has meant that the service technicians at Lægernes EDB Central can easily resolve issues and minimise frustration and downtime for doctors.

"With our current solution, when doctors have an IT problem, the service technicians can instantly take over the PC and help them," explains Per Winther. "NetOp On Demand has also really helped us to be able to instruct doctors on how to use our Docbase program, which helps doctors with their administration at their clinic, for example, with prescriptions and the transfer of journals."

NetOp On Demand Remote Control makes it possible for service technicians to access any Windows desktop and provide support to doctors, when requested. Doctors can keep working while their computers are being serviced and they don't need to configure any firewalls or have administrative computer rights.

Due to the particularly sensitive and confidential nature of the information that doctors deal with, it is an added bonus that they do not need to be concerned about security risks because NetOp On Demand Remote Control doesn't use third-party servers to route traffic, ensuring the connection is protected from unauthorized access.

"NetOp On Demand has enabled us to improve our customer service tremendously," enthuses Per Winther. "This product makes us more professional because we can respond quickly and effectively to service requests."

"Another big advantage is that we save resources and are much more cost efficient. We do not have service technicians wasting time driving to doctors clinics and this means that they can be more productive, "explains Per Winther. "Since using NetOp On Demand, we are almost saving the equivalent to one month's salary for a technician, and our technicians are driving about 5000-6000 km less per year."

"It would be hard for me to be more satisfied. We are very pleased with the reliability and ease of use - in every way this is a very nice product!" concludes Per Winther.