We make remote support agile and timely.
We make remote support agile and timely.
With the increase in remote locations, IT support has no easy life.
It must provide remote assistance and initiate recovery procedures on devices that in most cases are not recorded in company asset inventories, because they are owned by the employee. He has no visibility on their context, does not have information on their status and their configuration, he can not put his hand in person.
Faced with a greater volume of requests (35% according to DeepCoding) of users who can not work because blocked by broken systems, network problems, low performance and crashes for the installation of unauthorized software, the support is struggling to respond adequately.
The staff is full of requests and the service fails to meet the expectations of users.
With the increase in remote locations, IT support has no easy life.
It must provide remote assistance and initiate recovery procedures on devices that in most cases are not recorded in company asset inventories, because they are owned by the employee. He has no visibility on their context, does not have information on their status and their configuration, he can not put his hand in person.
Faced with a greater volume of requests (35% according to DeepCoding) of users who can not work because blocked by broken systems, network problems, low performance and crashes for the installation of unauthorized software, the support is struggling to respond adequately.
The staff is full of requests and the service fails to meet the expectations of users.
With our Agile Support service, we allow support to be present wherever connectivity allows, with remote control and visibility functions over the context in which the device is located and its health and safety status.
We prevent incidents with centralized, automated criticality management and free staff from repetitive operations, allowing them to focus on more valuable tasks..
With our Agile Support service, we allow support to be present wherever connectivity allows, with remote control and visibility functions over the context in which the device is located and its health and safety status.
We prevent incidents with centralized, automated criticality management and free staff from repetitive operations, allowing them to focus on more valuable tasks..
Your users have multiple devices to request support for, but you don’t have information about their status and configuration.
The resolution of incidents is in charge of the users because the support fails to intervene, but it is difficult to close the ticket quickly, because the user must be trained and followed.
Several people experience the same problems (such as unsupported OS), but fail to intervene before the user complains about blocking his productivity.
Users can’t work for long periods of time, resulting in complaints, damage to business and stress in support, which fails to deliver a service that lives up to expectations.
What situations involving your support should alarm you?
Your users have multiple devices to request support for, but you don’t have information about their status and configuration.
The resolution of incidents is in charge of the users because the support fails to intervene, but it is difficult to close the ticket quickly, because the user must be trained and followed.
Several people experience the same problems (such as unsupported OS), but fail to intervene before the user complains about blocking his productivity.
Users can’t work for long periods of time, resulting in complaints, damage to business and stress in support, which fails to deliver a service that lives up to expectations.
DeepCoding’s research shows that service desk costs per ticket have increased by 30% (from $20.44 to $26.51) and user satisfaction has dropped by 10%. To make your remote support agile you should:
There are incidents and resolutions that require expert intervention and cannot simply be delegated to the user. You should equip the support with remote control functions to be able to intervene at any time and restore workstations correctly, with the appropriate back-up, recovery and restore procedures for data and user profiles.
DeepCoding’s research shows that service desk costs per ticket have increased by 30% (from $20.44 to $26.51) and user satisfaction has dropped by 10%. To make your remote support agile you should:
There are incidents and resolutions that require expert intervention and cannot simply be delegated to the user. You should equip the support with remote control functions to be able to intervene at any time and restore workstations correctly, with the appropriate back-up, recovery and restore procedures for data and user profiles.
We use AI to increase support agility and make costs inversely proportional to the number of tickets managed. This is the "shift-left" paradigm, which is shifting skills to the left. What does that mean? We let the algorithms learn how to solve the most frequent incidents so that the most skilled resources - to the right of a hypothetical cost/expertise chart for managed tickets - can engage in more valuable activities.
We use AI to increase support agility and make costs inversely proportional to the number of tickets managed. This is the "shift-left" paradigm, which is shifting skills to the left. What does that mean? We let the algorithms learn how to solve the most frequent incidents so that the most skilled resources - to the right of a hypothetical cost/expertise chart for managed tickets - can engage in more valuable activities.
We allow support to have full control of the devices.
We enable self-healing problem management.
We increase the perceived quality of support services.
We optimize the time of the Help&Service Desk staff.
We allow support to have full control of the devices.
We enable self-healing problem management.
We increase the perceived quality of support services.
We optimize the time of the Help&Service Desk staff.
Would you like to make your
remote support agile?
Would you like to make your remote support agile?
OUR OFFICES
OUR OFFICES
PADUA
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MILAN
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ROME
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