Remote Support: How Secure Are You?

Bill Rose, SSPA:
The next slide talks a little bit about the complexity. If you look at what's happening in our industry today, there's a real need for solving complex problems. And as you can see this guy's in the middle of the chart here is - any one of these pressure points are affecting the way that we deliver service today. And so what's happening is everything out there, all technology is getting more complex; the technology stack within an IT operation is getting broader and deeper. From a consumer standpoint, I mean a cell phone used to be exactly that, a cell phone; and now I don't know of anybody who has a cell phone that's not a camera, not a personal device of some type, not a Blackberry, emails and everything else that goes with it. So the complexity is a major factor in how effective we're going to be in delivering quality tech support in the future.

Let's look at the next chart; it focuses on, "Customers hold service levels to a high standard." I would have to say that this is 100 percent true; and if you look at this chart, it's kind of interesting to me that right in the middle of it, we focus our attention on the fact that good customer service is one of the things that customers really respond to. And I think that we all know this, but we still have to figure out how do we actually deliver that great service.

Well, the next chart kind of reinforces everything because it talks about how customers evaluate support. And you can see that top of the list is timely and consistent response. And right underneath that, the number two issue is quality and speed of response in critical situations. One more time I go back to remote support again and say, "Gee, if we had the opportunity to be able to quickly - instantly, if you will - to reach out and get into a customer's system and be able to resolve issues much faster than if we did it on the telephone, having to describe what the issue is and going back and forth and so on remote support really addresses these two issues at the top.