“We’ve been able to do more with fewer resources and increase end-user satisfaction at the same time since we implemented NTRglobal’s remote desktop and chat solution. Our overall support costs have also dropped by 15%.”
Network Manager/Supervisor IT Operations
Sigma Financial Corporation
Founded in 1983, Sigma Financial Corporation offers comprehensive investment planning services, including retirement planning, estate preservation, tax planning and portfolio analysis. The company has grown steadily since its inception and has earned a reputation for outstanding personalized service.
Sigma’s high-quality service has received numerous accolades over the years, including a record nine Broker/Dealer of the Year awards from Investment Advisor Magazine. The company also received top marks in Registered Rep's 2012 Independent Broker/Dealer Report Card and scored particularly high on sales and service support for its exceptional home-office support staff.
Today, Sigma Financial Corporation is one of the few independent firms in an industry characterized by mergers, acquisitions and mega-corporations.
The IT team supports approximately 1,200 sales representatives across Sigma Financial Corporation and another broker/dealer it provides services to.
As its network of sales representatives expanded, the IT team needed a secure, cost-effective solution to remotely troubleshoot and diagnose incidents on end-user devices. The technology had to support a wide variety of devices and multiple browsers and operating systems to adequately serve Sigma’s sales network.
Explained John Chedrick, Network Manager/Supervisor IT Operations, “We have 10 IT technicians who serve 1,200 sales representatives. Our IT team operates on corporate PCs, whereas our sales team is not standardized, so we needed a secure software solution that could support any system in the field from our home office without having to worry about compatibility issues.”
Sigma had been using WebEx to remotely control incidents, but found the software tedious for support agents and confusing for end users. After researching various software solutions, Sigma decided to implement Support Ultimate.
Said Chedrick, “Client accessibility and ease of use were the driving factors that contributed to our decision to purchase Support Ultimate. We needed a solution that was highly flexible and gave our clients easy access to our support team.”
Since implementing NTRglobal’s remote desktop and chat technology, the IT support team has been able to take a more hands-on approach with its end users and use the technology as a proactive tool to assist with configurations and installations before any issues arise. Support Ultimate’s high connectivity and robust feature set has also saved Sigma the expense of hiring additional staff for the support desk.
Chedrick explained, “Support Ultimate gives our IT support team faster control over client machines and has improved productivity, since support agents can manage multiple clients at a time. It is also very effective for cross-training purposes. Since you're working over chat, it's very easy to talk and discuss the problem at hand with another technician.”
Moreover, Sigma’s dispersed sales network also appreciated Support Ultimate’s ease of use and troubleshooting capabilities. “The response of our groups in the field has been overwhelmingly positive. Our clients feel supported no matter where they are or how they are connected,” Chedrick said.