Fidessa: Enhancing Customer Service Across the Globe
公司规模
Large Corporate
地区
- America
- Europe
- Asia
- Pacific
国家
- United Kingdom
- United States
- Australia
- Canada
- Japan
产品
- Bomgar
- Bomgar’s Atlas Technology
- BMC Remedy IT Service Management Suite
技术栈
- Remote Support Solutions
- Appliance-based Products
- IT Service Management Suite
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 商业运营
用例
- 远程资产管理
- 远程协作
- 远程控制
服务
- 云规划/设计/实施服务
- 网络安全服务
关于客户
Fidessa is a leading provider of state-of-the-art trading and investment technology and services. The company serves 85 percent of the world's premier financial institutions. Fidessa has a global presence with offices located in London, New York, Chicago, Boston, San Francisco, Toronto, São Paulo, Hong Kong, Tokyo, Paris, Singapore, Sydney, and Mumbai. The company's services are used by a large number of smaller, niche brokerage houses that are spread out throughout the UK and other countries.
挑战
Fidessa, a provider of trading and investment technology and services, was facing challenges in supporting its global customers. The company's support technicians had to rely on the user's description of the issue and screen shots of the user's computer screen to diagnose and solve issues. This process was often cumbersome and could lead to extended support calls due to the complex nature of Fidessa’s trading platforms. The company was in need of a solution that could introduce efficiency and improve customer experience while ensuring total platform security.
解决方案
Fidessa adopted Bomgar, a remote support solution, to enhance its customer service. Bomgar was recommended by one of Fidessa's larger US finance customers due to its stringent security controls. Bomgar's solution has been awarded Level 2 Federal Information Processing Standards Publications (FIPS) 140-2 validation, a requirement for any cryptographic product used in a U.S. government agency network. Fidessa was impressed by this and decided to implement Bomgar in the US and later in the UK. Bomgar allows Fidessa's technicians to gain access to a user's computer instead of providing verbal instructions, making the process of diagnosing and solving issues more efficient. Fidessa also leveraged Bomgar’s Atlas Technology to standardize its support services globally for the company’s approximately 200 support technicians. The company is also planning to deploy the BMC Remedy IT Service Management Suite with the Bomgar integration.
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