Case Study: Fiserv Inc. achieves 300% increase in remote presence and reduced travel costs with BeyondTrust

IT Outsourcer Virtualizes Support Staff And Lowers Travel Costs With Remote Support Appliance

Fiserv, a Fortune 500 provider of information management systems for the financial industry, faced rising costs and productivity loss from frequent onsite visits—support staff often spent up to two weeks a month traveling. The company needed to virtualize its support team while meeting strict security and audit requirements, and its previous pay-per-use licensing model became too expensive as remote support expanded.

After evaluating options, Fiserv deployed Bomgar’s appliance-based remote support to power its “vTrips” service. Bomgar’s secure, auditable sessions (with recording and on-network deployment) let Fiserv deliver remote upgrades, training and emergency support, reducing onsite visits, increasing remote presence by over 300% (27% of which is revenue-generating), improving customer satisfaction, lowering travel costs and strengthening business continuity.

Fiserv Inc.

Phill Demuth

VP, Head of Internal Systems