First Interstate Bank: Transforming Remote IT Support with Netop on AWS Cloud
THE CHALLENGE: Bridging Vast Distances and Reducing Operational Inefficiencies
First Interstate Bank, serving a sprawling region encompassing the rugged Bighorn Range of the Rocky Mountains, faced significant logistical challenges in providing IT support to its geographically dispersed branches. Their technical staff, tasked with branch support, day-to-day maintenance, end-user assistance, and issue troubleshooting, were constantly on the move. However, the sheer distance between branches, exemplified by the nine-hour drive from Billings to Eureka, resulted in substantial operational inefficiencies.
The bank’s reliance on physical travel translated into exorbitant expenses, including fuel, vehicle maintenance, per diem allowances, overnight lodging, and staff salaries. “One of our service representatives incurred more than $25,000 in travel costs in a single year,” recalled Systems Engineer Laura Kolterman. Beyond the financial burden, the extended travel times led to significant response lags, hindering the bank’s ability to resolve support requests promptly and impacting overall operational efficiency
THE SOLUTION: Centralized Remote Support with Netop on AWS Cloud
First Interstate Bank, driven by a commitment to innovation and operational excellence, sought a solution that could simultaneously reduce costs, improve service, and add value. They found this solution in Netop, a pioneer in remote access and control technologies, and leveraged the power and scalability of the Amazon Web Services (AWS) cloud to deploy it.
By deploying Netop on AWS, First Interstate was able to centralize its IT operations, effectively eliminating the need for constant physical travel. Using Amazon VPC, AWS IAM, AWS CloudTrail, and AWS Security Groups within the AWS cloud infrastructure, First Interstate obtained the necessary scalability, reliability, and security to support the bank’s extensive network of branches and employees. This cloud-based deployment allowed for:
* Secure and Reliable Remote Access: Netop, hosted on AWS, provided a secure and reliable platform for remote access, ensuring seamless connectivity and data protection.
* Scalable Infrastructure: The AWS cloud’s scalability allowed First Interstate to easily accommodate its growing needs and manage its large number of workstations.
* Enhanced Security and Compliance: Leveraging AWS’s robust security features, coupled with Netop’s granular permissions and audit logging, ensured compliance with stringent financial industry regulations.
“We’re all about providing better customer service and resolving issues as quickly as possible. The last thing we want our support staff doing these days is to have to physically visit a branch,” emphasized Kolterman.
With nearly 2,500 employees and over 2,000 Microsoft workstations to support, the IT department handles up to 150 requests daily. By utilizing Netop on AWS, the bank successfully resolved 50 percent of these requests remotely. Additionally, the system facilitated efficient escalation of unresolved issues to higher-tier support.
Furthermore, Netop’s robust logging and auditing capabilities, enhanced by the security of the AWS environment, provided a comprehensive record of all remote sessions. “I can tell you who accessed which machine, on what date, at what time, for the past several years,” explained Kolterman, highlighting the platform’s audit-ready nature.
THE RESULTS: Significant Cost Savings, Improved Efficiency, and Expanded Usage
The implementation of Netop on AWS delivered substantial results for First Interstate Bank:
* Significant Cost Reduction: The bank achieved tens of thousands of dollars in annual savings by minimizing IT travel expenses.
* Resource Optimization: Two full-time equivalent positions were freed up, allowing staff to focus on other critical tasks.
* Improved Response Times: Faster call resolution times enhanced customer service and operational efficiency.
* Reduced Call Volume: The help desk’s ability to address multiple issues in a single request further streamlined operations.
* Expanded Usage: Originally intended for remote support, Netop on AWS was adopted for on-boarding and training purposes. Tech support utilized it to expedite new employee setup, while payroll leveraged it to train staff on specialized software.
“There are several specialized applications that bankers use to originate mortgages, consumer and auto loans. Netop has proven invaluable in helping application experts get staff up to speed on the specific nuances of these proprietary applications,” stated Kolterman.
By embracing Netop on AWS, First Interstate Bank transformed its remote IT support operations, achieving significant cost savings, improved efficiency, and enhanced service delivery. The bank’s ability to leverage the power of cloud-based remote access solutions allowed it to overcome geographical challenges and optimize its resources.
“It’s hard to believe that one tool can consolidate resources, help us train staff and support such a vast array of devices. We couldn’t be happier with the solution,” concluded Kolterman.
