Do More; Spend Less; Reduce Overall Costs
FIS, formerly Fidelity National Information Services, is a leading global provider of technology and services to the financial services industry, serving more than 14,000 clients in over 100 countries.
FIS quickly found that the support team could do more with less. By leveraging Bomgar, they could take on more responsibility while lowering overall costs.
"With Bomgar, we're able to leverage economy of scale and, in essence, bring together the company from a technological perspective," Scales says.
In fact, Bomgar increased the number of employees supported per tech, a key perfor¬mance indicator for the organization, while realizing 15% in cost savings. Bomgar has become a centerpiece of the company's effort to streamline support resources across new groups and expanding environments due to acquisition and organic growth. "Bomgar is surprisingly adaptable to all of our security requirements," Scales says. "Our company has grown and we continue to provide more services, all with their own unique requirements. Bomgar has been a tool that has supported us through all of these changes."
Business Problems
- Required a single, remote support solution that would record, track and log each session sufficient for the financial industry's rigorous regulations
- Needed a user-friendly interface with easy agent installation and hassle-free support sessions
- Desired a solution able to support different operating environments and BlackBerry smartphones
Scope
- Servicing 31,000 employees worldwide; 14,000 employees in North America
Results
- Reduced overall costs by 15% within first 12 months
- Increased support coverage without adding additional staff
- Enhanced security standards to meet financial industry's rigorous regulatory standards
- Standardized on single solution,eliminating redundant products
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