Bomgar, a leading provider of secure remote support solutions, today announced that Fidessa group plc has standardised and enhanced its customer support processes with Bomgar. Fidessa provides high-performance trading, investment management and information solutions to 85 per cent of the world's premier financial institutions, including multi-asset trading and investment infrastructure, market data analysis, decision making and workflow technology.
Prior to deploying Bomgar, Fidessa's support technicians were largely relying upon the end-user's descriptions of issues and queries, along with screen-shots of the users' computer in order to diagnose and resolve things. The complex nature of Fidessa's trading platforms made this process cumbersome, as it could be difficult to exchange accurate instructions and information, often leading to extended support calls.
The desire to improve efficiency and the overall customer experience were key drivers in Fidessa's search for a remote support tool, but finding a solution with total platform security was also atop the priority list. "We needed a solution that could meet our stringent security controls as part of protecting our clients' data, and Bomgar was recommended by one of our largest US finance customers," said Reji Alex, vice-president of US support operations at Fidessa.
Using Bomgar has enabled Fidessa's technicians to gain access to a user's computer instead of just providing verbal instructions. "Our software is very complex," said Alex. "Using screen shots to show issues was a tedious process, requiring our clients to copy and paste multiple screens. We sometimes struggled to fully understand their queries until we received a screen shot or some detailed information form the user. Bomgar allows us to work more closely with the end-user and enables us to deliver a higher quality of service at the point of delivery."
The support team at Fidessa knew selecting a highly secure remote support solution, such as Bomgar, would help make a compelling case to their clients for remotely accessing their systems. After a very successful introduction of Bomgar in the US, the company began rolling out Bomgar in the UK as well. David Bridge, head of EU service desk at Fidessa, shared that the regulations in the UK can vary greatly from the US, so there was more to take into consideration when accessing sensitive systems. "We've carefully introduced Bomgar to our client base in Europe and we are now reaching the state where our customers are seeing the benefits and are requesting that we use the tool."
Additionally, Fidessa is leveraging Bomgar's Atlas Technology to standardise its support services globally for the company's approximately 200 support technicians. "The Atlas Technology allows us to scale support operations across multiple geographies by load balancing support sessions across aligned appliances," said Bridge. "This will help our support technicians improve collaboration across regions, and enable us to take a global approach to support if an incident is moving from one region to another."
Gaining the ability to further enhance its exceptional customer service is the real advantage Fidessa sees with Bomgar. "Using Bomgar has increased the company's responsiveness to customer calls and reduced the need for on-site visits," continued Bridge. "We have a lot of small, niche brokerage houses that are spread out throughout the country. Bomgar is really helpful because we can now handle all customer calls in exactly the same way regardless of client location."
For a full case study about Fidessa's use of Bomgar, please visit bomgar.com/customers.
About Fidessa group
Exceptional trading, investment and information solutions for the world's financial community.
New technology, new regulation, new challenges: making money in today's financial markets is all about staying ahead of the curve. Having the capability to spot new trends and act fast turns change into opportunity. That's why 85% of the world's premier financial institutions trust Fidessa to provide them with their multi-asset trading and investment infrastructure, their market data and analysis, and their decision making and workflow technology. It's also why $10 trillion worth of transactions flow across our global network each year. Because we're the market leader, we can also offer unique access to the world's largest and most valuable trading community of buy-side and sell-side professionals, from global institutions and investment banks to boutique brokers and niche hedge funds.
Fidessa (fidessa.com) is a global business with scale, resilience, ambition and expertise. We've delivered around 30% compound growth since our stock market listing in 1997 and we're recognised as the thought leader in our space. We set the benchmark with our unrivalled set of mission-critical products and services and, uniquely, serve both the buy-side and sell-side communities. Ongoing investment in our leading-edge, integrated solutions ensures Fidessa remains the industry's number one choice.
Bomgar (bomgar.com) provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company's appliance-based products help organisations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world - including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organisations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London.