Archive notice: This article was originally published on May 28, 2008. Links and embedded videos are preserved as part of the historical record.
Asked about average waiting times on telephone service hotlines, 82 percent said they had to listen to at least 30 seconds of hold music before their call was answered at all. Even then, 89 out of 100 respondents were first transferred before they could possibly describe their problem. Overall, 33 percent of respondents said that telephone inquiries always required them to speak with at least two people at the other end of the line.
Anyone who assumes electronic requests for technical assistance are handled more quickly is also mistaken. Almost half of participants (49 percent) wait more than 24 hours for a response to their email, while a full seven percent generally receive no response at all. The survey’s only glimmer of hope is that electronic requests are answered on the same day for 37 percent of respondents.
Modern, web-based solutions such as NTRsupport offer several options for fast and secure remote support of IT systems. They save companies significant costs for unnecessary on-site visits by service technicians while simultaneously increasing employee productivity. Particularly given the continually rising number of teleworkers and remote workers, flexibility, mobility, and security play an increasingly important role for IT administrators integrating distributed workplaces into the corporate network.
Michael Kessler, CEO of NTR Germany GmbH, said: “The countless advantages for companies, their employees, and customers are actually obvious. There is also the flexible use of the software, which can be hosted either centrally by us or locally on a company’s own server. And something many people do not realize is that our software not only helps with technical problems, but also provides an ideal platform for employees or teams to collaborate across distributed locations.”
Today’s remote-maintenance solutions create a flexible platform that can be tailored to the IT needs of small and medium-sized companies as well as large enterprises. The software’s scalability and flexible purchasing options reduce investment pressure and risk for decision-makers. On the contrary, the comparatively small investment in a remote-support solution such as NTRsupport pays for itself very quickly and delivers a high return on investment.
