Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Malcolm Hooper, Operations Manager, Practice Partner:
And, it all boils down to – or I can summarize this in this – in a nutshell here by this email. This is pretty much the last straw that got us going and looking for a new solution. And, let me read this to you. This is from one of our technical support reps, one of our senior technical support reps, who already had some experience with hosted-based remote control software. "We're wasting an incredible amount of time trying to access customer networks to multiple VPN clients on a limited number of machines. Now, today, I come in and cannot connect to the site. During the one fail over – fail event they isolate from me all week because installing one too many VPN clients on the stand alones had disabled the others." The laptop that we'd given him didn't have any clients loaded, and he concludes, "Well, better to stay at home where I can connect and help the customer."

So, we gathered Paul together with some other folks and started defining some of the requirements we are looking for in a solution. And, this is what we came up with. We really needed something fast that wouldn't take very long to install on the client's end and also wouldn't take long to set up on our end. We wanted something easy so that our customers who are not technically savvy, PC savvy, would be able to install very easily. We wanted something that was inexpensive. For us this was a mid-year capital budget expense that wasn't budget so we had to amend our capital budget for that. It had to be a part that was reliable and that could connect all the time. One of the problems we faced with pcAnywhere, and especially with sites that had modems, was that if they didn't use their modem for quite a while, for a few months, then when they tried to connect via pcAnywhere over the modem, suddenly the modem wasn't working or there was a configuration problem. So, this solution had to overcome that problem. We wanted to be able to connect to anybody anywhere and finally, we wanted it to be HIPAA compliant.