Reducing Costs and Improving Service with Remote Support

Clay Guinn, GSD Operations Manager, Pomeroy IT Solutions:
And then, when you're in enterprise environment where you have to send technicians to multiple locations, which, as the previous speaker mentioned, you may have to put them in vehicles. There's fuel requirements, there's time to on-site requirements, there's drive back to their base of operations. But, then within that timeframe, when they're fixing one problem or one incident, they can't be someplace else fixing another. So, it allows you to have a better prepared, more efficient, deployable workforce as well, because you're resolving more at the first call and at the first level.

We also found that, in PC deployments, that this became a very useful tool because, when you're in refresh mode across multiple sites, multiple states, you can then take that high-dollar, highly skilled labor set, you can bring them into your support desk. Then ... and this is not to ... meant to be callous. This is just operational ... you can then hire a more cost effective labor set to then ... but, while maintaining a customer service labor set that's very customer service oriented, but not necessarily highly technical. You can then deploy that hardware, that PC refresh, to the locations into the field.

And then, you have your experts, like your Microsoft certified systems engineers or your MCSAs, your systems administrators back at your service desk that then you can spread that knowledge and that intellect across more deployable sites and more machines in a more cost effective manner. And bottom line is is you just ... you don't need as many of those highly technical resources. You can use that lower cost labor set in order to effect a better production output, if you will.