Remote Desktop Support Solution Doubles First Call Resolution Rate

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NetworkStreaming's Remote Support Solution Resolves Support Issues for Financial Services IT Team

With pcAnywhere, we had to install the software on each machine

As companies decentralize and span the globe, IT departments are constantly challenged with finding and deploying new and innovative solutions that enable them to support a widespread employee and customer base while facilitating business continuity. NetworkStreaming's SupportDeskā„¢ has been proven to resolve remote support problems. Deployment of the solution has twice won companies an InfoWorld 100 Projects of the Year award. The results achieved by Armstrong Watson, featured in NetworkStreaming's recent case study on deployment of their unique appliance-based remote desktop support solution, are no exception.

Armstrong Watson, an independent firm of accountants and strategic business and financial advisors headquartered in Carlisle, England, employs over 380 team members and approximately 12,000 clients nationwide. The firm's IT team provides support for staff in 15 locations, and for over 600 clients.

Armstrong Watson tried other remote desktop support solutions, but each proved to be difficult to deploy and use. "With pcAnywhere, we had to install the software on each machine," said Alan Jardine, Armstrong Watson's technical manager. "It was a difficult product to deploy. It wouldn't work for our external customers because they would have to put a hole in the firewall, or they would be on a different modem. It was always a difficult situation." The per-client licensing model was also prohibitive. "With over 300 users internally, we couldn't afford to have a license for every user if they were only going to use it every once in a while."

After researching a variety of solutions, including trialing WAN-based remote desktop support, Armstrong Watson decided on NetworkStreaming's SupportDesk. As no client pre-installation or configuration is necessary and the solution works through firewalls over any internet connection, supporting employees and clients became fast and easy - even for those traveling in other countries. Additionally, the licensing model enabled the firm to provide remote support to all of their end users without having to purchase licenses for each support rep.

The statistics speak for themselves: first-call resolution doubled - an increase from 30 to 60 percent - average call times decreased by 60 percent, and on-site visits decreased by 80 percent. In addition to improving service quality, NetworkStreaming's remote desktop support solution also enabled Armstrong Watson to increase their service volume without increasing their support staff. "SupportDesk allows us to support more users without an increase in support staff," said Jardine. "Our support staff are more productive and can take more calls."

"The main benefit is that we can respond quickly to customer problems," said Jardine. "It enables us to provide a much more joined-up service for our customers. It looks really professional and saves a lot of time on the road. We were looking for something so we could easily support all of these people," said Jardine. "SupportDesk fitted the bill."

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

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Melissa Taylor Dent
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