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IT Now Slashes Support Costs, Expand On-Demand Services and Increase Productivity

By Carolyn J Dawson
TMCnet Contributor

With increased workload, IT support teams are under constant pressure to deliver more responsive services, as well as to reduce costs. NTRglobal, a global leader in on-demand IT-automation, and remote support software, has an answer to all these issues, with the NTRglobal Software-as-a-Service remote desktop solutions. This includes NTRsupport, NTRadmin, and NTRconnect. It serves more than 17,000 organizations in over 60 countries. It provides individuals, mid-sized businesses and large corporations with easy-to-use, rapidly scalable and secure remote access, support and system management solutions, for a better ITIL driven process.

The CEO of NTRglobal, Gilles Samoun, said, “Our customers tell us that one of the main motivators for change to NTRglobal is cost savings and cost containment, which underscores the interest in using SaaS (News - Alert) for remote support and IT systems management where travel is virtually eliminated. The second reason is that cloud computing allows our customers to do things that they otherwise couldn't do. For example, IT managers and channel partners can collaborate, deliver customer training and participate in reviews using NTRglobal cloud-provided applications that would have been otherwise cost-prohibitive.”

NTRglobal software-as-a-service allows tech support to virtually just do IT support, anytime, anywhere, despite the challenges in supporting customers and partners worldwide. Language barriers can cause further difficulties, so the problem may seem to be impossible to solve. Different time zones have created smaller windows, and with expensive international calling, the processes can take several days rather than hours. In the face of all this, providing a decision tree can be a very tedious, confusing, and overly complex procedure. A NTRglobal customer, ExpeData, a global enterprise digital writing software company, faced a similar problem.

The Technical Support Manager at ExpeData, Ken Schmidt, added, “A specific example of this is supporting our channel partner’s customer in Europe. They were having an issue installing our client application. Without a common language, remoting in was the only viable option. I used NTRglobal to take control of the customer’s computer. I installed our app, triggered a reboot, reconnected, and then chatted with them to tell them what to do We were successful and spent less than an hour resolving our mutual customer’s issue. Interactions such as this actually inspired our partner to also become an NTRglobal customer.”

With NTRglobal, the enterprise help desk IT gains powerful automation, remote access; and remote control SaaS that enables them to monitor, address, customize and remotely troubleshoot issues on unattended computers and virtually resolve technical support problems in real-time with partners, customers and employees. It halves the time to deliver and support; and helps to provide better customer support. Hence, using a remote support solution has become less a 'nice to have' and more a mandatory part of business.