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Enhancing Business Continuity in the Financial Industry Through Managed Services

Our client, a major credit union, uses expansive IT infrastructure to support its critical financial technology. BlueAlly’s engagement with them began over ten years ago, when our client sought assistance for operating and maintaining its digital systems throughout its many branch locations. BlueAlly has become a strategic partner for the credit union through our comprehensive managed services agreement, providing on-site support and technical expertise to optimize critical technologies and streamline operations. Our technicians’ familiarity with our client’s infrastructure and processes has proven crucial in helping the credit union conquer complexity, positioning it for continuous business expansion and innovation.

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The Client

Our client is an American credit union with hundreds of branch locations and thousands of employees.

Team

The Client

Our client is an American credit union with hundreds of branch locations and thousands of employees.

The Problem

Our client’s IT infrastructure required significant labor costs and technical expertise to maintain and operate. The credit union found it was more economical to outsource its infrastructure management to a third party, particularly due to the intricacies of processing and storing massive amounts of sensitive financial data. Additionally, our client required on-site support to simplify its technology deployments, with the credit union encountering substantial complexities when installing and maintaining networking equipment, Europay, Mastercard, and Visa (EMV) terminals, and other financial management technologies.

The BlueAlly Solution

Initially, we collaborated closely to align our client’s IT requirements with its long-term business objectives. We provided 13 full-time technicians to support the credit union’s on-site hardware needs related to check readers, monitors, servers, installation of Cisco networking switches, and more. Our staff also provides break-fix remediation, install, move, add, or change (IMAC) support, assistance for out-of-scope requests such as equipment de-installation during branch renovations, and specialized project support. 

These specialized projects include EMV terminal refreshes. Our client’s terminals were nearing the end of their product lifecycle, meaning they were non-compliant and unable to support firmware updates. Our technicians refreshed the credit union’s EMV terminals within 5 months, empowering our client with compliant infrastructure that can process financial transactions securely and efficiently.

Additionally, BlueAlly deployed a ConnectWise tool that integrates with the credit union’s existing Remedy system, enabling bi-directional communication for automated reporting, trouble ticketing, and more. This tool reduces substantial amounts of manual paperwork and tracking, allowing our client to optimize its business operations by enhancing communications between essential IT systems. Our specialized solution also provides full visibility into Service Level Agreement (SLA) metrics, helping the credit union monitor IT performance to improve efficiency.

The Results

This longstanding collaboration has enabled our client to reduce operational costs and heighten service reliability through BlueAlly’s deep knowledge of its systems. Our trusted partnership also enhanced the credit union’s automation capabilities by integrating customized solutions into its IT infrastructure. As a result of this managed services engagement, our client has strengthened its infrastructure to provide better experiences for its customers, positioning it for long-term business continuity amid ongoing evolutions in financial technology.

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Cost Efficiency

Reduced the cost of maintaining a vast network infrastructure with in-house staff.

Contextual Knowledge

Contextual Knowledge

Provided access to technicians familiar with the client’s IT environment, accelerating problem resolution.

Project Execution

Project Execution

Improved project management and execution for technology deployments and compliance initiatives.

Data Driven

Streamlined Systems and Reporting

Automated workflows to reduce manual tracking and enhance SLA visibility.