Appliance Based Remote Desktop Support Decreases Resolution Time

Share Article

Webcast details 75 percent decrease in resolution time for remote support sessions.

shining examples of IT projects that have saved companies money and have helped with the day-to-day task of making things run smoothly

Customer satisfaction has long been a major impetus for innovation in product development and service and support. However, since service, support, and maintenance revenues overtook those of sales in corporate revenue growth for technology companies, protecting this revenue source has become pivotal. Incident resolution time, always an issue in customer satisfaction, is now of major direct consequence to the bottom line. NetworkStreaming's latest webcast, Resolution Times Decrease 75% with Appliance Based Remote Support

, chronicles the results obtained for a leader in the healthcare industry when they deployed NetworkStreaming's unique appliance-based Remote Desktop Support solution.

In research published earlier this year, the Service and Support Professionals Association Industry Committee on Maintenance and Support ROI revealed that service, support, and maintenance now account for 50 percent of the revenue for large enterprise software companies. It was also found that over the last five years, service, support, and maintenance accounted for more than 70 percent of total corporate revenue growth for technology companies delivering hardware, software, and network solutions to large enterprises and small/medium-sized business customers.

The pivotal nature of this revenue source has driven customer satisfaction to the top of every CEO's, CTO's, and IT manager's agenda, and remote desktop support is now emerging as the most efficient remote support model.

Practice Partner, a leader in the development of electronic health records and practice management software servicing more than 6,000 providers and 1,500 practices across the country with over 30 support representatives, eliminated "connection frustration," improved sagging customer satisfaction ratings, and reduced median resolution times by 75 percent by deploying the NetworkStreaming SupportDesk appliance for remote desktop support. In fact, InfoWorld labeled Practice Partner's deployment of the SupportDesk as one of the 100 "shining examples of IT projects that have saved companies money and have helped with the day-to-day task of making things run smoothly" in the 2005 InfoWorld 100.

To find out more about how NetworkStreaming's remote desktop support solutions can reduce call resolution time, boost customer satisfaction ratings, and protect service and support revenues while reducing costs, join John Ragsdale, SSPA VP of Research, Malcolm Hooper, Practice Partner Director of Operations, and Nathan McNeill, NetworkStreaming Co-Founder and VP of Product Management on December 14, 2006 for the webcast, Resolution Times Decrease 75% with Appliance Based Remote Support.

# # #

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Melissa Taylor Dent
Visit website