Remote Support: How Secure Are You?

Bill Rose, SSPA:
And the final bullet point here is that the power user is no longer confined to the office. So when we need help or when we want someone to help us, it used to be we just use the "sneakernet", run down the hall and grab the power user. The power user may not even be around anymore. Right? They may be located in a much, much different location.

So let's move on. Support efficiency is critical. There's a couple numbers here I want to throw at you that less than half of the time phone callers get answers that they need, and only 42 percent of electronic submittals get resolved on a first contact, and 46 percent of the customers get what they need when they go to your website. These are not real impressive numbers. So what does that mean to us? Where are we going to focus our attention? Well, the areas to improve are the key places for us. Let's focus on shortening the complex call resolution time, let's focus on resolving requests the first time that they come around, and let's scale expertise so that we can have the ability to reach people wherever they are with whatever expertise they have. Then of course, promptness of service - being there and being there at the right time - and of course, having the availability of our staff. And I think you're going to see as we progress here that remote support does a lot of that for us.

The next slide is titled, "Remote Support Control Your End User's PC Console." I mean, this is an interesting study by Gartner that basically went out and asked a bunch of tech support people what tools do they like to use; and remote support came out as ranked as number one technology by the technical support professional because it's easy to use, it's effective, and it's a preferred alternative to phone or email itself. And I think I'd have to agree with that, that in that business, it's much easier to take charge, if you will, than it is to try to interpret what's going on via the telephone, email, or some of the other sources.