Case Study: Fidessa achieves faster, more secure global customer support with BeyondTrust (Bomgar)

Enhancing Customer Service Across The Globe

Fidessa, a provider of trading and investment technology used by 85% of the world’s leading financial institutions, supports a global customer base across multiple continents. Its complex trading platforms made diagnosis difficult when support relied on user descriptions and screenshots, and any new tool had to meet stringent security controls to protect both Fidessa and its clients’ environments.

Fidessa deployed Bomgar’s secure, FIPS-validated remote support solution—using features like direct desktop access, chat, session recording and Atlas Technology for global load-balancing and license pooling—and plans integration with BMC Remedy. The result: faster, more accurate issue resolution, reduced travel and handoffs between regions, stronger client acceptance due to high security, and markedly improved customer satisfaction.

Fidessa

Reji Alex

Vice President, Us Support Operations