BeyondTrust Case Studies Fidessa: Enhancing Customer Service Across the Globe

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	Fidessa: Enhancing Customer Service Across the Globe BeyondTrust

Fidessa: Enhancing Customer Service Across the Globe

BeyondTrust

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Remote Asset Management Remote Collaboration Remote Control
Services	Cloud Planning, Design & Implementation Services Cybersecurity Services
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Remote Asset Management

Remote Collaboration

Remote Control

Services

Cloud Planning, Design & Implementation Services

Cybersecurity Services

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	Bomgar has increased Fidessa's responsiveness to customer issues, particularly in the UK where the customer base is more disparate.
Impact #2	The company no longer has to send staff long distances to resolve minor issues, decreasing resolution times and enhancing the customer experience.
Impact #3	The use of Bomgar has enabled Fidessa to deliver a higher quality of service at the point of delivery.

Impact #1

Bomgar has increased Fidessa's responsiveness to customer issues, particularly in the UK where the customer base is more disparate.

Impact #2

The company no longer has to send staff long distances to resolve minor issues, decreasing resolution times and enhancing the customer experience.

Impact #3

The use of Bomgar has enabled Fidessa to deliver a higher quality of service at the point of delivery.

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Overview

Fidessa: Enhancing Customer Service Across the Globe

Operational Impact