Fidessa: Enhancing Customer Service Across the Globe
Company Size
1,000+
Region
- America
- Asia
- Europe
- Pacific
Country
- Australia
- Canada
- Japan
- United Kingdom
- United States
Product
- Bomgar
- Bomgar’s Atlas Technology
- BMC Remedy IT Service Management Suite
Tech Stack
- Remote Support Solutions
- Appliance-based Products
- IT Service Management Suite
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
- Remote Control
Services
- Cloud Planning, Design & Implementation Services
- Cybersecurity Services
About The Customer
Fidessa is a leading provider of state-of-the-art trading and investment technology and services. The company serves 85 percent of the world's premier financial institutions. Fidessa has a global presence with offices located in London, New York, Chicago, Boston, San Francisco, Toronto, São Paulo, Hong Kong, Tokyo, Paris, Singapore, Sydney, and Mumbai. The company's services are used by a large number of smaller, niche brokerage houses that are spread out throughout the UK and other countries.
The Challenge
Fidessa, a provider of trading and investment technology and services, was facing challenges in supporting its global customers. The company's support technicians had to rely on the user's description of the issue and screen shots of the user's computer screen to diagnose and solve issues. This process was often cumbersome and could lead to extended support calls due to the complex nature of Fidessa’s trading platforms. The company was in need of a solution that could introduce efficiency and improve customer experience while ensuring total platform security.
The Solution
Fidessa adopted Bomgar, a remote support solution, to enhance its customer service. Bomgar was recommended by one of Fidessa's larger US finance customers due to its stringent security controls. Bomgar's solution has been awarded Level 2 Federal Information Processing Standards Publications (FIPS) 140-2 validation, a requirement for any cryptographic product used in a U.S. government agency network. Fidessa was impressed by this and decided to implement Bomgar in the US and later in the UK. Bomgar allows Fidessa's technicians to gain access to a user's computer instead of providing verbal instructions, making the process of diagnosing and solving issues more efficient. Fidessa also leveraged Bomgar’s Atlas Technology to standardize its support services globally for the company’s approximately 200 support technicians. The company is also planning to deploy the BMC Remedy IT Service Management Suite with the Bomgar integration.
Operational Impact
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