Overcoming SMB Challenges with Remote Access

June 1, 2018
Archived, Productivity

Small- to medium-sized businesses (SMBs) face unique challenges that can put them at a disadvantage when trying to compete against their biggest competitors. Massive network hubs, global infrastructure, and budgets in the billions simply aren’t at an SMB’s disposal. Luckily, remote access can help solve some of the problems SMBs face so they can face off with their biggest competition. Here are the top three:

1. Reduce Cost

Smaller businesses have smaller budgets and can’t spend tons of time and money on disconnected tools and convoluted processes. Over 80% of business leaders state that problems arise when internal systems and applications don’t ‘talk’ to each other, wasting valuable time switching between devices and applications. Remote access software integrates easily with email, CRM, and helpdesk systems to keep all of your applications working in perfect harmony. Best-in-class remote access software will also make it simple to document, analyze, and improve your business processes (a concept referred to as process maturity) by collecting valuable data and making connections simpler. Process maturity is key to improving internal efficiency and reducing waste: 51.6% of businesses with high process maturity have experienced an overall decline in IT incidents and are less likely to stop projects due to unclear processes.

2. Improve Service

SMBs generally shine when it comes to offering their customers personal connections and excellent service. With remote access, you can take your service to the next level by improving how quickly you can reach your clients, giving you the opportunity to reduce mistakes and repeated issues. Research shows that 34% of consumers leave a brand because of a negative experience with service staff or because they made too many mistakes, so it’s key to offer the right solution the first time. Luckily, remote access lets you connect directly to your customers’ devices to view their screen and take direct control so you can quickly and easily diagnose and fix their problem. By improving your rate of fixing issues the first time a customer reaches out (better known as first call resolution, or FCR), you’ll see a direct improvement in customer satisfaction: a 1% increase in FCR yields a 1% increase in customer satisfaction.

3. Engage Your Team

In an SMB environment, chances are your employees are taking on significant challenges and wearing multiple hats. Despite your best efforts, this fast pace can lead to employee burnout and to a team that struggles to engage in their work. This is a serious problem that costs more than just your company culture: actively disengaged employees cost the U.S. $483 billion to $605 billion each year in lost productivity. Remote access can help combat this by empowering your team to work remotely from anywhere, and from any allowed device, giving them everything they need to stay productive on-the-go while promoting a healthy work-life balance. In fact, 53% of employees say a role that allows them to have greater work-life balance and better personal well-being is “very important” to them.

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When your SMB faces problems, TeamViewer can help find the solution. By improving the way your business works, you’ll be able to go head-to-head against your most massive competition. Check out our SMB Remote Access Kit for in-depth guides to everything you need to know about remote access.

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