IT Outsourcer Lowers Travel Costs by Virtualizing Support Staff with Remote Support Appliance

For 30 years, Fiserv, Inc., has provided technology solutions for the banking industry, where security is of paramount importance to the company's bank clients and their customers.

Fiserv has 50-100 employees dedicated to providing remote support. Traditionally, the company used remote support tools for troubleshooting and supporting customers, but it was common for staff to spend up to two weeks a month traveling to client sites to conduct training and install software.

"Our primary use for remote presence tools had always been for sales presentations and end-user support," said Phil Demuth, VP and head of internal systems. "Then, several years back, Fiserv started offering limited 'vTrips' (virtual trips) to our clients for software upgrades. This new service was immediately accepted, and we soon recognized vTrips as an emerging service channel."

For Fiserv's new service offering to be most effective, however, a solution would be needed that could essentially "virtualize" the company's staff, ensuring greater productivity and use of company resources. Further, since financial institutions operate in a deeply regulated environment, it was also important for the solution to meet the stringent security and audit needs of both Fiserv and its clients. Read Full Case Study

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