How vendors can navigate the challenges of remote support

June 24, 2019//Ellen Neveux

Last Updated: November 19, 2020

A recent SecureLink survey found that for every technology vendor there are 239 customers who rely on their support. That’s a lot of people depending on your services – many of which are critical for their company’s operations. These complexities can strain the customer-vendor remote support relationship and you may find yourself losing sleep at night. While navigating this ever-changing terrain is challenging, doing so is essential to the health and longevity of your customer relationships. In addition, with the right solution in place, you can eliminate many of your biggest pain points while simultaneously improving client satisfaction. Are you ready to take your remote support to the next level?

As a technology vendor, your priorities are clear: deliver superior service, keep customer information secure, minimize risk and liability when providing remote support, and stay on top of any customer issues that may arise. But how do you achieve these goals in light of their respective challenges?

Standardize your remote support tools

Taking a good, hard look at your technology is an important first step. Nearly 50% of technology vendors are using three or more remote support solutions. This adds an unnecessary layer of entanglement to an already complex process. Standardizing or streamlining your support solution can go a long way towards helping you overcome some of your biggest pain points. And with only 29% of vendors using a single remote access solution, there’s definitely room for improvement.

Reducing time to resolution leads to lowering costs

For a support team, downtime is painful. Your goal is to increase productivity and decrease the time it takes to resolve an issue. When you have a standardized remote support solution, you’re able to understand problems quickly and fix them fast. However, improving uptime demands a couple of key capabilities:

Automate routine processes. Automating tasks like gathering log files and system information helps your company scale by reducing time to resolution.  

Monitoring customer systems. Health checks are critical to catch impending faults. This allows you to streamline support and dedicate fewer resources per issue.

These two features reduce costs by eliminating unnecessary infrastructure and freeing IT management to focus on product improvements and growth.

Understand compliance

Eighty-two percent of vendors surveyed cited complying with customer security requirements as their top priority. Reviewing your own company’s policies and procedures is essential to securing and managing customer data, especially since many regulatory agencies are levying stricter penalties for noncompliance. Learn your company’s security protocols. Make sure that employees, including contractors, are educated on them and receive the appropriate training on how to uphold them. Having a clear roadmap for compliance will help make you better prepared to battle security attacks from multiple fronts – a growing threat in light of the exponential growth in the number of IoT devices.

Minimize Liability

Analysts predict that liability and risk management will become an increasingly contentious point in vendor-customer relationships. A study by the Opus & Ponemon Institute found that at least 56% of respondents have experienced a third party data breach. Hackers often go for the weakest link in the supply chain and that often means you, the vendor. But you can reduce your liability in the event of a security breach with a secure and auditable access trail – one that holds up even when your team provides remote technical support to clients. However, if your client wants a feature or service that’s outside of your normal offerings, consider a new contract or liability clause to account for the additional risk.

As a leader in remote access solutions, SecureLink has the expertise to help you deliver fast support while minimizing liability and maintaining a secure vendor-customer relationship.

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