BankTEL Systems: Delivering an Exceptional End-User Experience
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar
- BankTEL Systems
Tech Stack
- Remote Support Software
- Financial Accounting Software
- Cash Management Software
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
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.
The Challenge
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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