Case Study: BankTEL Systems achieves faster, more reliable and secure remote support with BeyondTrust

Delivering An Exceptional End-User Experience

BankTEL Systems, a provider of financial accounting and cash-management software serving more than 1,000 clients, relied on WebEx for remote support but found it slow and unreliable—end users often struggled with the steps required to start a session and support reps had trouble maintaining connections to customer servers, increasing time-to-resolution and creating security concerns.

After evaluating alternatives, BankTEL selected Bomgar for its intuitive interface, Jump Client quick-connect capability and appliance-based deployment inside the company firewall. Bomgar sped up remote access, enabled better session monitoring and audit trails, simplified case transfers and collaboration, and helped the support team (which handles roughly 2,000 calls a month) increase the share of cases resolved within 10 minutes by 6%, improving customer experience and operational oversight.

BankTEL Systems

Bonnie Baker

Director of Information Technology