Remote Desktop Control Solves Multi-National Help Desk Problems

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NetworkStreaming's remote support solution crosses the language barrier.

We are able to save a lot of time and money by using this tool. We are able to help our customers very fast by using SupportDesk

IT in Open Doors International, a Christian organization dedicated to sharing the biblical word with individuals who have never been given the opportunity to hear the gospel, has a unique technical problem; providing technical support to their worldwide network of non-English speaking offices with no IT departments. Although earlier negative experiences made them skeptical of remote access technology, NetworkStreaming's remote desktop control solutions are now in place, saving them time and money and enabling them to support their diverse public.

The IT department of Open Doors International provides strategic development of IT for the organization worldwide. This department supports approximately 500 colleagues all over the world, especially individuals who work in Open Doors offices that have no in-house IT staff. In providing this support, remote desktop control quickly becomes a necessity due to the language barriers within the different countries that are served. As Bram Leunis, IT department manager, stated, "Sometimes it's difficult to understand the problem of the user. Imagine yourself talking to somebody from Indonesia, both trying to speak your best English." Clearly, this can prove to be a very difficult scenario for a remote support rep.

The IT staff at Open Doors International learned about NetworkStreaming at a technology conference in 2004. They were a little skeptical due to some bad experiences with VNC as a support product. However, they decided to try the NetworkStreaming remote desktop control support software and see how it functioned. After trying the hosted service, Open Doors made the decision to purchase an appliance.

"We are able to save a lot of time and money by using this tool. We are able to help our customers very fast by using SupportDesk," stated Leunis. Using SupportDesk much more efficiently solves the language barrier problem and saves a great amount of time and miscommunication. Time and resources are also being saved through using NetworkStreaming's remote desktop control solutions as a training tool. "We are very happy we discovered NetworkStreaming". For more information on Open Doors International's utilization of these solutions, see NetworkStreaming's [case studies].

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Melissa Taylor Dent
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