Customers have experienced a problem with a technical service at one point or another. Webhosting, cable TV, internet subscription, phone service, online banking, and other modern digital services have failed from time to time.
Contacting their support “hotline” can be even more frustrating than the service outage. Callers spend precious minutes in a queue, before finally reaching a Tier 1 representative who can only promise “to look into the problem.” It is a source of dissatisfaction for customers all over the world. Companies big and small everywhere practice this kind of customer care.
But certain factors are fortunately triggering some positive changes. Globalization and the liberation of e-commerce are increasing competition among these companies. Service costs are now lower and customer expectations are higher than ever.
These changes increase the pressure on companies to improve service delivery and customer support. Management would have to do it while lowering costs. Remote Management and Monitoring (RMM) addresses this growing challenge.
Capabilities of RMM and how it can give a competitive edge
RMM in the simplest sense is a system that allows the management of any connected device from any location at any given time. The possibilities for a company having this capability is limited only by its own imagination.
The technology reduces personnel requirements, office space, and staffing compensation. It is no longer necessary to completely man every off-site data center and office. The reduction of personnel also reduces office space requirements.
Just a few examples: Sales personnel can stay on the road and keep up to date with the latest news. Native-speaking customer representatives work in their own homes worldwide. IT technicians monitor and maintain off-site systems. High tiered staff have global access to mission-critical systems. The potential is endless.
Global coverage and talent utilization
Modern cloud deployment is spread around the world for security and content delivery. Users demand low latency times in any online service. It is especially important for big data, e-commerce, and online gaming.
It began the proliferation of off-site cloud-clusters. Servers are no longer centralized in one location. But the IT staff still needs to monitor and manage all of them. They also need to do this 24 x 7 x 365. If this is the of IoT today, RMM is not a luxury, it is a requirement.
Business hours and time zones
Off-site servers create two requirements, IT staffing and round the clock support. Server outage does not happen exclusively during business hours. However, IT staff get paid more working off hours. The US Government standard on night differential pay is 7-10% increase.
Multiple off-site servers mean that outages can happen not just anytime but anywhere. An IT staff operating in their business hours with access to all the servers will be able to respond with RMM. Outsourced native language speakers become the Tier 1 representatives client needs.
Tier 2 and 3 specialists can cover emergency escalation while working at home or in small offices. On-call IT managers can monitor the global situation and take appropriate action.
IT personnel can now be spread to cover all time-zones, languages, and specialties. RMM turns the entire IT staff and support department omnipresent.
Every person now has a global reach both to clients and to the servers they need to maintain. Businesses operating on a global scale can supervise worldwide activities. They provide the necessary assistance and quick response by going online. RMM applications and technology make all of this possible.