Remote Support Solution Reduces Staffing Requirements

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NetworkStreaming’s remote support appliance saves up to 30 minutes per support session.

Support and help desk staffing typically represents a large portion of the IT budget. Hiring the right people, and training and managing them well are vital functions. Understaffing can reduce customer satisfaction and prevent adherence to SLAs while overstaffing adds additional expense. However, an additional factor at play is technology itself. Interviews conducted with NetworkStreaming customers revealed that SupportDesk, the company’s flagship remote support solution, delivers technology that reduces support and help desk staffing requirements.

According to the interview results, users of NetworkStreaming’s remote support appliance found that it remedied some of their biggest time wasters – connecting and configuring – and allowed them to move onto providing the actual help desk support needed. Some customers reported a savings of up to one-half hour on each support session. This factor alone freed up support reps’ time so that companies were able to handle additional incidents without hiring additional staff. Another factor that reduced staffing requirements was the ability to handle multiple sessions simultaneously thereby utilizing the reps’ time more efficiently.

Coping with high and low traffic periods is also a staffing issue. Although high traffic demands more personnel, most remote support solutions require the purchase of additional licenses to accommodate them. The added cost of the additional licenses inhibits the hiring of staff for those peak periods. NetworkStreaming’s license sharing system for their remote support solution allows more flexibility in hiring staff for peak periods as it does not involve the cost of additional licensing fees.

The customer interviews also revealed that help desk employees are less frustrated and more satisfied with their jobs, thereby reducing staff turnover. As the industry average for staff turnover full-time help desk staff is at 33 percent, with part-time staff turnover being at 84 percent, this also takes the load off staffing requirements and provides a more stable support team.

For information on NetworkStreaming’s remote support appliance, go to http://www.networkstreaming.com.

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Melissa Taylor Dent
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