Scaling Our Internal & External Help Desks with BeyondTrust Remote Support
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- BeyondTrust Remote Support
- BeyondTrust Endpoint Privilege Management
Tech Stack
- Hyperconverged internet appliances
- 64-bit virtual machines
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Remote Asset Management
- Cybersecurity
Services
- System Integration
- Training
About The Customer
The customer is one of the world's largest payment and processing companies that has been aggressively expanding in the fintech space through acquisitions. The company has a large scale of operations, with several remote support websites and data centers accumulated due to the acquisition of other companies and the launch of new products. The company has a diverse range of internal and external users, including help desk technicians, network engineers, database administrators, and customers worldwide.
The Challenge
The company, one of the world's largest payment and processing companies, has been aggressively expanding in the fintech space through acquisitions. This rapid growth has necessitated the scaling of all support systems and personnel to meet the increased demand for expertise. The company had accumulated seven different remote support websites and several data centers due to the acquisition of other companies and the launch of new products. The challenge was to streamline these systems and improve the efficiency and security of their support operations.
The Solution
The company adopted BeyondTrust Remote Support, an appliance-based tool that securely connects to various devices on the internal network or anywhere else in the world. It offers enterprise-grade, scalable remote support, access, and control tools. A real-time dashboard monitors IT help desk performance and allows for the allocation of staff and IT resources as needed. The company also moved from 32-bit bare metal servers to 64-bit virtual machines, improving security and allowing for an upgrade to the latest version of BeyondTrust Remote Support. This new infrastructure was easier to manage and allowed the company to consolidate its remote support websites. BeyondTrust Remote Support also offers end-to-end encryption and port management, providing robust network security.
Operational Impact
Quantitative Benefit
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