Industry
Financial Services
Challenge
The firm’s internal IT Help Desk struggled with inefficiencies, including slow response times, inconsistent communication, and security concerns, which hindered productivity and stakeholder confidence.
Results
By partnering with DivergeIT, the firm modernized its IT Help Desk operations, improving response times by 500%, acheived over $560K/year in productivity and cost savings, and reduced the average time to answer to less than 30 seconds, thereby increasing employee productivity and delivering operational efficiency.
Key Product
Outsourced IT Help Desk
Increased Daily Ticket Resolution
Productivity & Cost Savings
Customer Satisfaction
Average Time To Answer (Seconds)
About Our Customer
A leading Asset Management firm with over 1,000 employees across multiple offices in Southern California and New York City. The company relies on seamless operations, secure data management, and reliable technology support to achieve success in the financial services industry.
The leading Asset Management firm faced significant challenges with its internal IT Help Desk. The team was not equipped to handle the growing demands of a modern financial services firm, leading to slow response times, inconsistent communication with employees, and escalating security concerns. These issues negatively impacted productivity and eroded stakeholder confidence. The firm needed a solution to overcome these inefficiencies and enhance its IT support capabilities.
The firm decided to explore outsourcing options and discovered DivergeIT, a specialist in delivering outsourced IT Help Desk services tailored for financial firms. After considering several alternatives, the firm chose DivergeIT due to its expertise in rapid response and robust security measures.
The solution includes:
- A dedicated, 24/7 HelpDesk Support Pod
- Real-time reporting using RITIS
- Collaboration and integration with the Client’s existing team
- An augmented approach to IT management and support
By aligning technology support with business outcomes, DivergeIT provided the firm with a modern, secure, and highly responsive support system. This transition enabled the firm to operate more efficiently, scale confidently, and protect sensitive financial data.
The partnership with DivergeIT yielded significant improvements for the Asset Management firm. Averae Time To Answer improved by a remarkable 500%, the daily ticket resolutions increased by 5x, and the firm is projected to save over $560K per year in cost savings and productivity increases. These results enhanced employee productivity and strengthened the firm’s IT security posture, positioning it for long-term operational excellence and resilience.
DivergeIT is the premiere provider of Managed IT Services and CyberSecurity Solutions. Backed by over two decades of experience, we bring mastery of complex IT environments, and an urgency provide solutions that are both innovative and reliable to get clients operational quickly. Our organizational maturity and culture of excellence create the foundation for lasting partnerships—where client satisfaction is not just a goal, but a standard. With DivergeIT, you gain a trusted partner committed to driving measurable value and long-term success.
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