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A PUBLISHING CONGLOMERATE The Challenge Improving remote access support was always a challenge for this multinational giant. With many executives working at home or on the go, the capability to provide on-site home support when needed was critical to keeping productivity and satisfaction at its best. Background Before finding Personal Technology, our client enlisted both its own internal IT department and even hired independent consultants to help resolve important remote access issues for its executives. However, neither approach worked effectively. Both internal IT staff and independent consultants were unable to successfully handle IT support demands for both in-house and work-from-home employees simultaneously due to time, resources and technical constraints. Personal Technology Solution Personal Technology first met with our client's infrastructure and helpdesk groups and reviewed their current home installation procedures and support escalation rules. After helping to establish a clear escalation path and robust two-way communication between the helpdesk and our team, we began making on-site visits to executives that needed our expertise to set-up, upgrade or troubleshoot their remote access installation. After every visit, the helpdesk was automatically made aware of the resolution for future troubleshooting. Personal Technology Results
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