Case Study: Global Payment & Processing Company achieves an 80% productivity boost and streamlined, secure remote support with BeyondTrust

Global Payment & Processing Company - Customer Case Study

A global payments and processing firm facing rapid fintech expansion and multiple acquisitions struggled to scale both internal and customer-facing support. With seven separate remote-support sites, legacy tools and growing ticket volume, the company needed a secure, centralized solution that let agents troubleshoot across diverse platforms without dispatching technicians or juggling multiple apps.

The company moved to BeyondTrust Remote Support on hyperconverged virtual infrastructure, consolidating sites from seven to three and enabling in-console chat-to-remote control, simultaneous multi-session support, end-to-end encryption, perimeter appliances with MFA, and real-time activity logging. The result: streamlined workflows, fewer onsite visits, better training visibility, strong vendor partnership—and an 80% increase in help-desk productivity and clear ROI.