errorsgotoassist

CasestudyDermalogicaUKsmoothsthesalesprocessusingWeb-basedsupportDermalogicaisaglobalorganisationthatproducesarangeofskin-careproducts.
ThecompanyformspartoftheDermalGroupofSkinCompaniesthatisfocusedoneducatingpeopleonachievingoptimumskinhealth.
Dermalogica'sproductofferingspansallareasofskincareandissoldbyits50salesrepresentativesbasedthroughouttheUK.
Eachsalespersonisresponsibleforaspecificregionandisrequiredtotravelbetweennumerousskincarecentres.
Thechallenge:maintainingremotePCswithlowercostsandhigherproductivityTomakeitsbusinessmodelasefficientaspossible,DermalogicasupplieseachsalespersonwithaPCsothattheycanaccessofficeemailandallrelevantdocumentsfromhome.
ResponsibilityforthemaintenanceofthesePCsfallsonfourtechnicianswhocompriseDermalogica'sITsupportteam.
Thesupportteamusedtoprovideassistanceoverthephonebytalkingtherepsthroughvariousproblemstofindasolution.
AccordingtoSimonWinsall,ITmanageratDermalogicaUK,"AdministeringPCsusedtobeincrediblytime-consuming.
IfwewantedtoupdatesoftwareonaPCorinvestigatepotentialerrors,wehadnochoicebuttosendcouriersthelengthandbreadthofthecountrytocollectthemachines.
ThiswasanincrediblycostlyprocessandhadtheaddeddrawbackofleavingtheaffectedsalespersonwithoutaPCforanytimebetweentwodaysandaweek,dependingontheseverityoftheproblem.
"Therisingcostofusingcouriersandtheresultingnegativeimpactthishadonproductivitycausedtheteamtolookforaremote-supporttoolthatwouldenablethemtoprovideanintermediatelevelofassistance.
"WeneededsomethingthatwecouldeasilyusetotakecontrolofproblemPCsandcarryoutrepairswithouthavingtoleavetheoffice,"explainedWinsall.
"Welookedatremote-supportsolutionscurrentlyonthemarket.
WeruledoutpcAnywheresinceitrequiressoftwaretobeloadedonthehostPCandreconfigurationofthefirewall.
Wealsocontemplatedanothersolution,butfoundthatitwastoocomplex,becauseofthehardwarerequiredontheserver.
"ImplementingGoToAssistforremotesupportWinsallthenturnedtoCitrixGoToAssist.
"GoToAssistissostraightforward.
Allweneedtodoisdownloadthesmallpieceofsoftwareandwhentheuserrequiresaconnection,remotelygainaccesstothePCanddowhateverisrequiredtogetthemachineworkingproperlyagain,"saidWinsall.
"WealsouseGoToAssisttoperformongoingmaintenanceonoursalespeople'sPCs.
Thisincludesmundane,yetessential,taskssuchasupdatinganti-virussoftwareoradministeringsoftwareupdates.
"WinsallandhisteamhavealsofoundGoToAssisttobeausefultrainingaid.
"Thescreen-sharingfunctionofGoToAssistenablesustotalkoursalespeoplethroughvariousissuestoeducatethemDermalogicaUKGoToAssistmeetsoursupportneedsperfectly.
Ithasincreasedourproductivityandenabledustoofferafarmoreefficientsupportservicetothesalesteam.
SimonWinsallITManagerDermalogicaUK""KeybenefitsIncreasesproductivityDecreasescourierandtravelcostsImprovestrainingandsupportforremotesalesteamProductinformation: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.
dermalogica.
co.
ukonthebestpractice,andthechatfunctionworkssowellthatwedon'talwaysneedasupportingteleconference,"explainedWinsall.
"GoToAssisthascertainlyprovedtobeavaluable,interactivetrainingtool.
"ForWinsall,investinginGoToAssisthasbeenmoneywellspent:"GoToAssistmeetsoursupportneedsperfectly.
Ithasincreasedourproductivityandenabledustoofferafarmoreefficientsupportservicetothesalesteam,"hesaid.
"GoToAssistalsooffersexcellentvalue—we'vehadtheserviceforfourmonthsnowandit'salreadycomfortablypaidforitself.
"AboutCitrixOnlineCitrixOnlineprovidessecure,easy-to-useonlinesolutionsthatenablepeopletoworkfromanywherewithanyone.
WhetherusingGoToMyPCtoaccessandworkonaremotePC,GoToAssisttosupportcustomersorGoToMeetingtoholdonlinemeetings,ourcustomers–morethan35,000businessesandhundredsofthousandsofindividuals–areincreasingproductivity,decreasingtravelcostsandimprovingsales,trainingandserviceonaglobalbasis.
AdivisionofCitrixSystems,Inc.
(Nasdaq:CTXS),thecompanyisbasedinSantaBarbara,California.
Formoreinformation,visitwww.
citrixonline.
comorcall805-690-6400.
2008CitrixOnline,LLC.
Allrightsreserved.
Citrix,GoToMyPC,GoToAssistandGoToMeetingaretrademarksofCitrixSystems,Inc.
and/oroneormoreofitssubsidiaries,andmayberegisteredintheUnitedStatesPatentandTrademarkOfficeandinothercountries.
Allothertrademarksarethepropertyoftheirrespectiveowners.
03.
06.
08PDFADivisionofCitrixSystems,Inc.
www.
citrixonline.
com