Reducing Customer Support
Costs and Improving Service
Quality with Remote Support
IT service and support leaders are under more pressure than ever before to tighten expenses, budgets and people. At the same time, service quality commitments are becoming the norm. A secret weapon that many organizations have today, but are not using to its fullest potential, is remote desktop access. With the right remote support solution in place, you can reduce help desk support costs by:
- Improving the efficiency of your help desk support team by eliminating costly on-site dispatches and reducing Mean Time to Repair (MTTR)
- Gain respect for the IT support team by delivering on committed service level agreements (SLAs)
- Consolidating the myriad of tools within your enterprise to one solution that can reach any both attended and unattended systems
Hear how remote desktop access technology has a direct impact on support cost structure and perceptions around IT service quality in the enterprise. This presentation will focus on results achieved by customers in their environments and illustrate the relationship between service quality, cost control, and the customer experience.
• Lisa Erickson-Harris, EMA analyst
• Chris Watson, VP of Strategic Alliances, Bomgar
• Clay Guinn, Global Service Desk Senior Operations Manager, Pomeroy IT Solutions
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