Remote IT Support: Cut Costs & Maximize Enterprise Uptime

Remote IT support and system administration made easy with Shift Ahead Technologies, your trusted partner in IT asset management transformation.

Case study:

Due to our corporate customer's long-term stability challenge, we detected the insight of the year: technology, mainly remote advanced support, is not only becoming the most critical road to savings but is also the easiest way to come out of the crisis.

The question that the enterprises are asking, amidst the rapid pace of digital transformation and the global economic crisis, is: Which operational model will be the best for achieving not only the agility but also the sustainability? Although it can be seen that relying on the traditionally break-fix IT support model is going down not only in number but also in the company's being a strategic liability.

Situation – A Story of a Shift Ahead’s Client:

Here we present a narrative of a gigantic enterprise (a private banking, financial services, and insurance industry sector leader with more than 5,000 employees worldwide) that has partnered with Shift Ahead to bring their IT support function out of the deep red figures and into the green numbers and turn the function into a strategic asset by our advanced Remote Support Services for building an operation that is resilient, efficient, and future-proof.

The Challenge: Rising Costs, Downtime, and Reactive Firefighting

The client was by the center of these three typical yet trifling but severe problems which would have slowed the company to the point of being a prisoner of the idea of evolution and expansion:

· Exorbitant / Over the top Operational Costs: The multi and on-call internal team for desk-side support across multiple continents necessitated the maintenance of the team not only financially but it was also a process of money drainage. Dispatch costs for physical technicians were on average $250-$300 per incident.

· Unplanned Downtime: A haphazard method of work characterized by only those issues that came to users' notice being fixed. As a result, there was an average of 15 hours per month of critical system downtime directly preventing the generation of revenue and the productivity of employees.

· Lack of Proactive Monitoring: The IT environment was not completely transparent. Without all-time monitoring, small problems turned into a big one which was a reason why the IT leadership was continuously dealing with fire outbreaks.

The Shift Ahead Strategy: A Proactive, Data-Driven Remote Support Model

Widely and in a great manner, we formed and applied a Remote Support Service model that was the best solution of all the major problems in the client's ecosystem. The core of our approach was constituted by the following three things:

·Proactive Monitoring & Resolution Powered by AI: We installed an AI-based monitoring system that handles all the customers' digital environments, such as endpoints, servers, and network infrastructure. This going from reactive to proactive allowed us to solve more than 85% of the issues that can lead to end user interruption without actually finding them.

·Remote Access Technology at the Forefront: Through the use of secured, compliant, high-speed remote access devices any one of our certified engineers in a matter of seconds could be on your computer, no matter where you are in the world and fix the issue. Therefore, physical dispatches are not needed for most tickets.

·Continuous Improvement Backed by Data: In our offering, we presented a centrally located dashboard with real-time analytics that ticket volumes, resolution times, common incident types, and system health trends. IT management of the client using this data makes decisions about infrastructure upgrades and user training.

The Quantifiable Results: A Blueprint for Sustainable Growth

The remote support services of Shift Ahead have caused major, obvious, and quantifiable changes just in the very first year of their fiscal period. In the very first year of their fiscal period, the Remote Support Services of Shift Ahead led to the deep, visible, and measurable impact.

·40% Reduction in Overall IT Support Costs: One of the main reasons for cost reduction was the removal of unnecessary dispatches and the improvement of resolution workflows; thus, they were able to make a lot of money and this led to a direct increase of the bottom line.

· 99.8% System Uptime Achieved: Unplanned downtime was eliminated by a forced downtime reduction strategy, whereby a technical service call was planned to be replaced by a 'must-have' proactive monitoring. As a result, the business continuity was assured along with the users' satisfaction.

·80% First-Contact Resolution Rate: Each expert of our team was able to resolve the most significant part of cases within the first call if the employees were empowered to drastically reduce their working time and quickly provide positive feedback to the IT department.

·Security Posture Raised: Security patches and updates were not only fully integrated into the proactive routine, but also, the windows for vulnerability exposure were significantly minimized.

Why Remote Support is Non-Negotiable for Modern Enterprises

The advent of remote support has changed the narrative of a case study completely and it is used as an example to highlight the differences between the old and the new era.

Market data provides clear indications about the attributes of this transformation:

· The global remote desktop software market is projected to reach $5.5 billion by 2028, with a compound annual growth rate of 16.4% registered in the period from 2020 to 2028 (Grand View Research).

·Gartner's analysis points out that organizations implementing a proactive and data-driven support model are the least that encounter service disruptions and those only to half the extent compared with the organizations that do not follow this pattern.

Basically, Forrester draws an overview of the remote support scenario, where the genius restructuring of the process leads eventually to getting a return on investment of over 200% by saving costs and increasing productivity only.

The Shift Ahead Advantage: Your Partner in Sustainable IT

Our solution is not just the remote access. We introduce a one-of-a-kind partnership aimed at the long-term benefits. We don’t just solve the immediate problems of yours; we dig into the figures to find you the paths how to get rid of them for good, thus making your tech support no longer a drain on your resources but a green energy source for your sustainable business.

Would you like to protect your business from the future and get a big cost saving at the same time?

Experience data-centric appraisal of your current IT support model from Shift Ahead and discover how our Remote Support Services can be your vehicle for the long-term ground zero.

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👉 Ready to cut IT costs, boost uptime, and future-proof your operations? Book your free consultation with Shift Ahead Technologies today! 🚀