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BeyondTrust > 实例探究 > IT Outsourcer Virtualizes Support Staff and Lowers Travel Costs with Remote Support Appliance
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IT Outsourcer Virtualizes Support Staff and Lowers Travel Costs with Remote Support Appliance

技术
  • 应用基础设施与中间件 - API 集成与管理
  • 功能应用 - 远程监控系统
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
服务
  • 软件设计与工程服务
  • 系统集成
挑战
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.
关于客户
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.
解决方案
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.
运营影响
  • The Bomgar solution has enabled Fiserv staff to increase access to remote presence by more than 300%, of which 27% is revenue generating.
  • Fiserv is now able to package virtual implementations and training. Clients can select a package that best suits their needs and budgets.
  • Fiserv’s clients can call and get instant technical assistance with vTrips, which has significantly improved customer loyalty and satisfaction.
数量效益
  • Increased access to remote presence by more than 300%
  • 27% of the increased access is revenue generating

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