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BeyondTrust > 实例探究 > BankTEL Systems: Delivering an Exceptional End-User Experience
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BankTEL Systems: Delivering an Exceptional End-User Experience

技术
  • 应用基础设施与中间件 - API 集成与管理
  • 功能应用 - 企业资源规划系统 (ERP)
适用行业
  • 金融与保险
适用功能
  • 商业运营
用例
  • 远程协作
  • 远程控制
服务
  • 软件设计与工程服务
  • 系统集成
挑战
BankTEL Systems, a provider of financial accounting and cash management software applications, was facing challenges with its existing remote tech support tool, WebEx. The company’s support representatives found that customer end-users often had difficulty following instructions and performing the tasks necessary on their machine to enable a remote support session. Additionally, the remote support team frequently had difficulty maintaining connections to customer servers. The process of connecting to a user's computer sometimes took five to fifteen minutes, which was not acceptable considering that the issue could be resolved in one or two minutes once connected. The company needed a solution that would make the process easier for its end users.
关于客户
BankTEL Systems is a premier provider of financial accounting and cash management software applications for financial institutions. With more than 1,000 clients throughout the United States and multiple international locations, BankTEL has a number of offerings that help financial institutions cut costs, increase deposits, and automate their internal processes. Through its cost-effective software and an emphasis on customer service, BankTEL offers top notch support and product offerings that fit the unique needs of each client.
解决方案
When the company’s contract with WebEx came up for renewal, BankTEL’s executive team began evaluating alternative solutions, including LogMeIn, Citrix GoToMeeting and Bomgar. After a trial of each solution, Bomgar’s ease-of-use and Jump Client technology, which allows support techs to quickly connect to end systems, set it apart from the other tools. Bomgar was much more intuitive to use than the other solutions evaluated. The Jump Client feature allows the support team to quickly and reliably take control of servers or an employee’s computer to fix an issue or perform maintenance. Another feature that set Bomgar apart is its appliance architecture. Having the Bomgar appliance within the company's firewall, rather than using a cloud-based remote support solution, enhances security and protects against the introduction of viruses.
运营影响
  • Bomgar is proving invaluable when it comes to supporting the needs of the company’s more than 1,000 customers, each of which have anywhere from one to dozens users.
  • The first thing the support reps usually do is remote into the customer’s system to take control and see what’s going on. It’s much easier than spending valuable time asking the customer to execute a series of commands themselves.
  • Bomgar has enhanced management’s ability to oversee remote support operations as well. BankTEL’s vice president of support and implementations has the ability to join sessions at any point to monitor activity taking place.
数量效益
  • Since implementing Bomgar, BankTEL has seen a six percent increase in calls that are resolved in ten minutes or less.

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