Productivity suffers from disjointed or manual processes that do not scale effectively. When your help desk is using multiple remote control tools, the day-to-day tasks for technicians are often slowed down as they switch between tools for different tasks. Additionally, a lack of integration with CRMs systems, ITSM solutions, online support portals or web-based chat support can impact productivity. In order to service a ticket, your technicians may have to open multiple programs, which also provides an inconsistent experience for the end user.
Many basic remote access tools such as VNC, RDP, and certain versions of TeamViewer and LogMeIn do not provide the flexibility and scalability that many organizations need. Some of them may not be able to support all the operating systems you have or cannot integrate with the ticketing or CRM tool you’re already using.