In today’s increasingly competitive business environment, there is tremendous pressure on organizations to offer quick and effective customer support. This is not only an important approach to achieving a high level of customer satisfaction, but also a way to potentially cut time spent on dealing with problems that could otherwise be solved in a quick and organized manner. We have come to realize that the most effective and time-saving way to deal with most of my customers’ issues is by offering remote support.
Providing technical support from the comfort of the office allows us to resolve nearly 80% of all technical issues encountered, and subsequently saves the time and money which would otherwise be spent on going on-site to tend to minor issues such as updating a customer’s settings or installing required software onto their Wonder Mills. Clearly, not all issues could be resolved remotely and on-site visits are still required ever so often; however, the use of remote desktop software has clearly reduced costs and increased customer satisfaction due to the quick response time
Customer support automation involves the building of a knowledge base of known issues and their resolutions to support incidents with delivery mechanisms, often by expert systems. A service automation platform includes a suite of support solutions including proactive support, assisted support and self-support.
With automated support, service organizations can make their services available to their customers 24 hours a day and 7 days a week, by monitoring alarms, identifying problems at an early stage and resolving issues before they become problems. Automated assisted support enables remote access to sites that need instant problem solving. By automating the collection of information of devices and applications coexisting with the supported application, problems can be quickly detected and fixed.
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CRS Wonder Mill Remote Support Information System:
The primary purpose of integrating Remote Support Information System to PLC controlled Wonder Mill is to provide seamless remote support to the Floor Mill without any human intervention at customer side.
Our system is based on Remote Access Software (RAS) which allows a user to remotely administer another computer through a GUI (Graphical User Interface). RAS software usually falls into three categories: attended (someone must be present on the remote machine), unattended, and self-hosted RPC proxy servers (middleware for accessing firewall-protected networks).
There are also 2 different kinds of packages, those that are downloaded and run without requiring any installation and the other which is installed and either uninstalls at the end of the session or remains for future sessions. Unattended sessions would of course need to have the installed version to allow for connecting at any time in the future.
Here we have developed an unattended session based remote support system.
This system will be used as helpdesk remote control software. With it, we can access clients PC from anywhere and remotely help people and customers. Both Host and Remote components can be installed together on the same computer, or they can be installed separately on different computers.
- Provide support and upgrade software, even when the user isn’t available. CRS saves the time and expense of on-site visits by granting access to remote
- View and control unattended Wonder Mill and point-of-service systems remotely to resolve issues and install updates.
- Count on accredited, enterprise-grade security, including multiple levels of password protection, and granular access controls.