IT Outsourcer Virtualizes Support Staff and Lowers Travel Costs with Remote Support Appliance
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Bomgar's appliance-based remote support software
Tech Stack
- Remote Support Tools
- Virtualization
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Fiserv, Inc. is a Fortune 500 company that provides information management systems and services to the financial and insurance industries. Founded in 1976, the company works closely with many of the world's best-known technology vendors and has grown to incorporate businesses and offices nationwide. Fiserv has been providing technology solutions for the banking industry for 30 years, where security is of paramount importance to the company’s bank clients and their customers. The company has a team of 50-100 employees dedicated to providing remote support.
The Challenge
Fiserv, a Fortune 500 company providing technology solutions for the banking industry, had a team of 50-100 employees dedicated to providing remote support. However, staff often spent up to two weeks a month traveling to client sites for training and software installation. The company started offering 'vTrips' (virtual trips) to clients for software upgrades, which were well-received and identified as a potential new service channel. However, for this service to be effective, Fiserv needed a solution that could 'virtualize' its staff and ensure greater productivity. The solution also needed to meet the stringent security and audit needs of both Fiserv and its clients. The company's previous solution had a 'pay by the drink' licensing structure, which became costly as the use of clientless remote support expanded.
The Solution
Fiserv selected Bomgar's appliance-based remote support software as the foundation for its vTrips service, designed to decrease the number of onsite client visits and eliminate the cost and productivity issues caused by travel. Using Bomgar, Fiserv can easily install upgrades to its customers’ software, as well as provide user training and product support to its banking customers. Bomgar’s onsite deployment ensures Fiserv’s client data remains securely within the network. Additionally, Bomgar enables Fiserv to record and play back vTrip sessions, which provides insight into who is in control of the session at any given point, enhancing auditability. Fiserv’s vTrips provide clients with immediate, on-demand service, even in less than ideal circumstances. By implementing vTrips and creating a remote failover site, Fiserv ensures that in the case of unforeseen disaster, the company can still conduct business with its clients.
Operational Impact
Quantitative Benefit
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