provedgotoassist

CasestudyO'NeillEurope/JSIbvimprovessportsweardeliverywithhostedremotesupportO'NeillEuropeisaprivatelyheldcompanywith160employeesanditsownclothingdesigns.
TheheadquartersofO'Neill'sEuropeanlicensee,JointServicesInternationalbv,islocatedinWarmond,theNetherlands.
JSIisthecompanythatdesigns,developsanddistributesthecompleteO'NeillbrandedsportsclothingandfootwearcollectionfortheEuropeanmarket.
JSIhasdistributorsin34countriesthatselltheproductstomanyindependentretailstores.
Since1952,whenJackO'NeillopenedhisfirstsurfshopinagarageacrosstheGreatHighwayinSanFranciscoandsoldhisfirstwetsuits,thecompanyhasexpandedintoaworldwidedesignerandmanufacturerofsportsclothingandfootwear.
Productsrangefromwetsuits,jackets,bodywarmers,vests,shirts,skirtsandshoestobags,belts,walletsandcaps.
Innovativedesignsincludemultimediaclothingwithbuilt-inconnectionsforcellphonesorMP3players,andasolarbackpackthatincludesasolarbatterycharger.
Thechallenge:supportingabusinessapplicationallovertheworldJSIO'Neill'sclothesandshoesaremanufacturedbycontractcompanieslocatedallovertheworld,fromtheMiddleEasttoIndiatoSouthAfrica.
Tobeabletokeeptrackofexactlywhatgoodsareproduced,whentheyleavethe140factories,andthedistributortheyaresentto,theorganizationprovidesallcontractorswithlaptops,barcodescannersandanin-house-developeddatabaseapplicationcalledLogiteg.
Supportingthisapplicationanddevicesontheotherendoftheworldwasarealchallenge.
Previously,thecompanyusedalocallyinstalledremotecontrolapplication.
Unfortunately,talkingusersthroughchangingsettingsorenablingordisablingfeatureswiththissolutionprovedalmostimpossible.
"ItwasnoteasyfortheIThelpdeskofJSItomanageremotesystemsbyphone,especiallywithnon-English-speakingemployeesontheotherside,oroverInternetconnectionsofvaryingquality,usingalocallyinstalledremotesupportapplication,"saidPeterMaljaars,manager,ServiceDeskatJSI.
"Wewerelookingforaneasierwaytoadministerremotesupport–asolutionthatwouldfunctionwelloverlow-bandwidthconnectionsandwouldrequirenospecialskillsfortheemployees.
"ImplementingGoToAssistforsimpleremotesupportAnewITmanageratJSIhadgainedgoodexperiencewithCitrixGoToAssistathisformeremployerandrecommendedthesolution.
Inaddition,JSIhadhadgoodresultswithCitrixPresentationServerintheretaildivision.
Afterathoroughreviewofalternatives,theJSImanagementteamdecidedGoToAssistwasindeedthebestsolutionfortheirchallenges.
OpenLine,aGoldCitrixSolutionAdvisor,assistedthecompanyinquicklyrollingoutandimplementingthesolutionatthehelpdeskintheNetherlandsandonallcompanylaptopsinthefactories.
O'NeillEurope/JSIbvO'Neillproductsnowleavefactoriesasplanned,andthecontinuityofthelogisticsprocesssavesusasubstantialamountofmoney.
PeterMaljaarsManagerServiceDeskO'NeillEurope/JSI""KeybenefitsSpeedsresolutionofapplicationproblems,improvingclothingdistributionprocessReducescostofITstafftraveltoremotesitesHelpsavoidlanguagebarriersinthesupportprocessProductinformation:www.
gotoassist.
co.
ukSalesinquiries:europe@citrixonline.
comPhone:+44(0)800-011-2120Channelpartners:resellers@citrixonline.
comPhone:+44(0)800-011-2120Mediainquiries:europe@citrixonline.
comPhone:+44(0)800-011-2120Aboutthiscustomer:www.
oneill.
comBecauseGoToAssistisSoftwareasaService,requiringnopremise-basedhardwareorsoftwareinstalledattheremotesites,itwaseasytogetitupandrunningwithinafewhours.
TheIThelpdeskintheNetherlandsnowremotelysupportsthecompanylaptopsandtheLogitegapplicationthatareprovidedtothefactories.
Twousersateachofthe140factorylocationsoperatetheLogitegbarcodescanningapplication.
ReducingapplicationdowntimeensuresdistributioncontinuityTheLogitegapplicationisveryimportanttoJSI.
Ifitisnotworkingproperly,theO'Neillproductsmaybedelayedinleavingthefactories,whichcanimpactscheduleddeliveries.
Evenworse,productsmayleaveunscanned–thuswithouttheabilitytotracethem.
Besidesnotknowingwhichproductsleftthefactoryheadedtowhatdistributor,therearerisksofpiracyorlossofthetrendyandinnovativeO'Neillbrandedproducts.
Maljaarssaid,"Abouttentimeseveryyear,O'Neillgoodsleftfactoriesunscanned.
Thiswasnotacceptable.
TheGoToAssistsolutionhelpsusquicklysolveerrorsandproblemsonourremotesystemsusinganyInternetconnectionafactoryhappenstouse.
O'Neillproductsnowleavefactoriesasplannedandthecontinuityofthelogisticsprocesssavesusasubstantialamountofmoney.
"Previously,toupgradethescanningapplicationandtosolverelatedsystemproblems,twomembersoftheITstafftraveledfortwoweekstwiceayeartovisitfactoriesandperformthesesupportactivities.
Maljaarscontinued,"WithGoToAssistthistravelingisnolongernecessary.
SoftwareupgradesarehandledremotelybyusingthefiletransferfeatureofGoToAssistandremotelyinstallingtheupgrade.
Problemswithcorporatelaptopsaresolvedimmediatelyonthephone.
Weareevenabletoeliminatetimezonedifferencesbecausenowwecansupportthesystemsattimeswhentheremoteemployeesarenotworking.
Withouroldsystem,inworst-casescenarios,wehadtohavethefactoriesshipalaptoptousbymail,solveaproblem,andsenditbacktotheotherendoftheworldafterwards.
"TheGoToAssistproductisextremelyeasytoinstallattheservicedesk.
Thereisnoinfrastructuretosetupormaintain.
Infact,fortheremotesites,installationisnotevenneeded.
"WecansimplyprovideaWebaddress,andareimmediatelyabletoremotesupportthePCwithourapplication,"clarifiedMaljaars.
"Somecountrieshavenon-English-speakingemployeesoperatingthenotebookandbarcode-scanningapplication.
ThesimplicityofenablingGoToAssistandusingtheremoteassistancefeaturesisoutstanding,whicheliminatestheneedtospeaktotheremoteemployeeabouteverysupportissue.
"FutureplansJSIisinvestigatingtheuseofGoToAssistwithintheretaildivision,especiallywhenmoreO'Neillshopsareopenedasthedivisionexpands.
RemotesupportandcontrolofPointofSale(POS)systemsattheshops,forexample,couldproveveryefficient.
AboutCitrixOnlineCitrixOnlineprovidessecure,easy-to-useonlinesolutionsthatenablepeopletoworkfromanywherewithanyone.
WhetherusingGoToMyPCtoaccessandworkonaremotePC,GoToAssisttosupportcustomersorGoToMeetingtoholdonlinemeetings,ourcustomers–morethan35,000businessesandhundredsofthousandsofindividuals–areincreasingproductivity,decreasingtravelcostsandimprovingsales,trainingandserviceonaglobalbasis.
AdivisionofCitrixSystems,Inc.
(Nasdaq:CTXS),thecompanyisbasedinSantaBarbara,California.
Formoreinformation,visitwww.
citrixonline.
comorcall805-690-6400.
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Allrightsreserved.
Citrix,GoToMyPC,GoToAssistandGoToMeetingaretrademarksofCitrixSystems,Inc.
and/oroneormoreofitssubsidiaries,andmayberegisteredintheUnitedStatesPatentandTrademarkOfficeandinothercountries.
Allothertrademarksarethepropertyoftheirrespectiveowners.
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