Case Study: Kingdon Capital Management achieves a 95% increase in first-call resolution with Goverlan

How Goverlan helped Kingdon Capital's IT group to increase their first-call resolution by 95%

Kingdon Capital Management’s four-person IT group supports a fast-paced trading floor of about 200 desktops and 25 servers and needed to provide 24/7, unobtrusive support without disrupting traders’ workflows. Frequent travel between floors and limited diagnostic visibility made troubleshooting slow and coordination on complex calls difficult.

The team deployed Goverlan’s lightweight agent and remote-management suite to perform fast, secure remote control, deep drill-down diagnostics and proactive monitoring. This reduced on-site visits, allowed background fixes with minimal user interruption, and boosted first-call resolution by 95%, greatly improving call efficiency and response speed.

Kingdon Capital Management

Vince Rooney

Chief Technology Officer