Artech’s customer suffered from periodic outages of an application that faced more than 17,000 client-facing advisors. Artech quickly stabilized the platform and saved more than $100K/month for the customer.
Improved Business Outcomes & Compliance
Service Management Excellence
Customer
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- Top financial service firm was experiencing high frequency of systems downtime across advisor community slowing down business operations
- Slow issues escalation and resolution creating heavy financial impact
Problem
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- Increase uptime/efficiency of 17,000+ Financial Advisors, managing over $280B in Assets
- Ensure support across a wide range of platforms, applications, and users
- Ensuring data security and compliance with tight financial regulations
Action
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- Implemented mature 24×7 L1 & L2 support for Help Desk and Field Services
- Assessed and baselined environment operations
- Developed a shared knowledge base to improve quality and reliability
- Transition services to Artech’s ITIL service center
- Provided management and control for all technology deployments
Results
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- $100K YoY savings through VPN call reduction program
- Customer satisfaction increased by 30%
- 44% reduction in spyware-related incidents
- Consistently achieving service levels
- Strong operational governance ensured passed regulatory compliance audits monitoring with Service Desk
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