The story in a nutshell
- US-based Transparent BPO designs customizable, brand-boosting business process outsourcer (BPO) solutions
- Transparent BPO boasts more than 3,000 employees across three different geographies including both on-site and work-from-home employees
- TeamViewer’s integration with Microsoft Teams gives Transparent BPO a streamlined approach to remote access support
- With 25-50 tickets per IT personnel a day and 500+ monthly active users initiating TeamViewer connections within Microsoft Teams, Transparent BPO has saved time and increased productivity
Background
Transparent BPO is a premier business process outsourcer (BPO), delivering contact center services, customer support, acquisition and retention, technical support, and data entry services for small, medium and Fortune 500 companies. The company has 3,000+ employees onsite and work-from-home and serves its clients from Belize, the Philippines, Jamaica and the U.S.
Challenges
Managing IT support for 3,000+ employees across three different geographies including work-from-home staff poses considerable challenges. Traditional IT support and security systems are designed for offices where all employees are under one roof and connected to a single secure network environment.
However, with a distributed workforce scattered across multiple locations, Transparent BPO needed to find a remote access solution that could provide fast, easy and secure results.
Before Transparent BPO started using TeamViewer with Microsoft Teams, the method for troubleshooting an issue was not only rife with guesswork, but very inefficient. Specific problems would be difficult to describe, and employees would usually have to take screenshots of the issue and send it to an IT technician, or relay instructions over the phone to help solve the problem. This process proved very time-consuming and unproductive.
Solution
For many organizations, Microsoft Teams has become the de facto collaboration tool. It combines chat, voice, video, and screen sharing into one tool that may already be installed on any machine using the Microsoft Office suite of productivity applications. The barrier to entry is low and organizations are coming up with fresh ways to streamline their processes every day using Teams.
For Transparent BPO, the TeamViewer integration with Microsoft Teams brings seamless remote control and support to collaboration workflows with just a few clicks.
“We’ve been most impressed with how quick and easy it is to troubleshoot an issue using the TeamViewer integration with Microsoft Teams,” says Marcial Alimario, Manager of Information Technology at Transparent BPO. “The old way of resolving an issue required too much back and forth with our IT technicians, but now, with just a couple clicks, our technicians can remote into the user’s computer and diagnose the issue quickly and accurately.”
Marcial Alimario Manager of Information Technology at Transparent BPO
“The TeamViewer integration into Microsoft Teams has provided us with an easy to use, secure and streamlined solution for remote access support.”
Outcome
TeamViewer’s integration with Microsoft Teams provides quick resolution for Transparent BPO’s hybrid workforce. With 500+ active users initiating TeamViewer connections with Microsoft Teams, Transparent BPO has been able to increase their productivity by providing instant remote support for employees.
Thanks to TeamViewer, IT support can remotely access and troubleshoot problems, saving Transparent BPO time and cut travel costs for onsite, in-person service calls and maintenance.
Results
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Are you interested in remote access solutions? We are happy to explain our approach.
