“The resolution time for delivering on-demand remote support with NTRsupport to a mutual customer a continent away, inspired our channel partner to adopt NTRglobal.”
The heat is on for IT support to manage if not “put out the fires” of the often escalated “back to business and back to school” service requests. With the increased workload, these challenges are especially unwelcome in today’s economic climate, when IT support teams are somehow expected to deliver a more responsive service while under constant pressure to reduce costs. But enteprise IT is finding a better way with on-demand IT automation and remote support. NTRglobal customer, Ken Schmidt, technical support manager at ExpeData, a global enterprise digital writing software company stated that though support to customers and partners worldwide is a challenge, NTRglobal software-as-a-service (SaaS) allows him to “virtually just do IT support, anytime, anywhere.”
“Using a remote support solution has become less a “nice to have” and more a mandatory part of business,” said Schmidt. “Difficult to describe problems become impossible to address when language barriers meet technology issues. Additionally, with time zones creating smaller windows, and with the expense of international calling, iterative processes can take days rather than hours. Providing a decision tree can be tedious, confusing, and overly complex. Being able to virtually just do IT support with NTRglobal more than halves the time to deliver support and provides better customer service.”
“A specific example of this”, added Schmidt, “is supporting our channel partner’s customer in Europe. They were having an issue installing our client application. Without a common language, remoting in was the only viable option. I used NTRglobal to take control of the customer’s computer. I then shared my screen with our channel partner. We used the chat functionality to tell the customer what to do with hardware for testing. We found out that the customer had an older version of our client software, so I used the FTP functionality to provide the update. I installed our app, triggered a reboot, reconnected, and then chatted with them to try the operation again. We were successful and spent less than an hour resolving our mutual customer’s issue. Interactions such as this actually inspired our partner to also become an NTRglobal customer.”
Our customers tell us that one of the main motivators for change to NTRglobal is cost savings and cost containment, which underscores the interest in using SaaS for remote support and IT systems management where travel is virtually eliminated. The second reason is that cloud computing allows our customers to do things that they otherwise couldn't do. For example, IT managers and channel partners can collaborate, deliver customer training and participate in reviews using NTRglobal cloud-provided applications that would have been otherwise cost- or prohibitive.
