With offices and factories in different countries, several teams were needed in order to cover all the on-site demands. Resolving relatively minor tasks often required a technician to travel to the site, entailing long travel times at a high cost. This situation thus reduced the daily efficiency of the IT support teams. If the intervention required an expert, an engineer, to be on site, this required further travel, and could entail even longer delays in the incident resolution process.
When they used remote support software, several solutions were available to the IT teams, depending on the type of device or operating system. This diverse configuration was not only more complex and unwieldy to use, but also more difficult to maintain and configure, which ultimately had an impact on the security level of the IT ecosystem.
To overcome these challenges, Andros started searching for a software suite that would enable it to rationalize and normalize its global IT support. The aim was to replace all the existing remote support programs with a unique, secure, all-in-one software solution. Further special requirements included the ability to integrate with the in-house systems, stable and tested connections, and ease-of-use for support agents, all of these in order to make the IT support as effective, reliable and economical as possible.