Netop OnDemand

Providing timely, efficient and cost effective technical support is one of the challenges many organizations face today. A support incident can involve a tricky diagnostic process, with most of the time spent trying to understand what the actual problem is. This is further complicated when multiple operating systems exist, customers exist outside the network and an increasing number of mobile devices must be supported. Remote control tools which allow remote access to or control over another computer are a natural choice for transferring files, running applications and resolving critical technical issues.

There are numerous advantages to having a help desk solution that can remotely support customers.  Resolution of problems is faster and more accurate, and this translates to increased customer satisfaction and loyalty as well as increased productivity and cost savings.

Typically, a support incident involves a lengthy and complex diagnostic process which can take hours or even days of e-mails and phone sessions to resolve. With remote support, the time spent understanding the problem is cut down dramatically as the help desk representative can see the actual error message, find the relevant configuration information and guide the customer to the correct resolution.  The problem can be resolved in one single interactive session.

Normally, remote control help desk solutions require the customer's computer to have software pre-installed and running in order for someone to gain access.  In many situations, however, a support center may help thousands of customers, making it financially and operationally infeasible to install traditional remote support clients on each machine.

The answer to the problem lies in the growth of on demand software solutions. On demand solutions provide a way for customers to get expert technical support anytime and anywhere.  Internet-based solutions, such as Netop OnDemand, provide remote control support without pre-installing software or leaving a footprint on the end user's computer. When the customer calls the support center, the representative issues a service ticket and the customer is guided to a web site to download an executable file.  After the file is downloaded,   the help desk agent takes control over the computer and resolves the issue.  When the session ends, the representative disconnects and the application deletes itself without leaving a footprint.  Netop OnDemand puts the support agent at the end user's computer to provide support exactly when it is needed.  Most importantly, Netop OnDemand is secure.  It doesn't rely on third party servers to store information or route traffic and offers 256-bit AES encryption, securing all sessions from eavesdropping.

Netop OnDemand makes it easy to diagnose and resolves issues. Its design does so in a way that is secure, under the end user's control, fast and scalable.  Furthermore, it doesn't require end users to install time-consuming or undesirable software. 

Key benefits of using Netop OnDemand include:

Reduced time spent resolving issues

With Netop OnDemand, you can work as if you were in front of the end user's computer.  You can see the exact error message and resolve the problem immediately.  No more costly time spent exchanging e-mails and phone calls, all the while trying to understand the problem.  Communicate with the end user via text, audio and video chat for even faster resolution.  Drag and drop file transfer enables the swift and secure transfer of system updates, drivers and software fixes.

Securely support all users

Safely perform remote support, file transfer and maintenance with industry-leading 256-bit AES encryption and the most comprehensive security system on the market. Centralized rights administration controls who is allowed to do what, where and when.  Netop OnDemand features extensive logging of all activities for tracking, invoicing and audits.  Netop OnDemand does not rely on third party servers, so there is no risk of exposure to logging and traffic information.

Provide anytime and anywhere support

Netop OnDemand provides Internet-based remote support without configuring firewalls, routers or proxies.  No pre-installed software is required on the end user's computer and no footprint is left behind.  Netop OnDemand features an intuitive interface that requires minimal training and an easy to implement system which can be operational in minutes. Netop OnDemand enables swift support when the user needs it for increased productivity, reduced costs and happier customers.

Best of all, Netop OnDemand integrates seamlessly with Netop Remote Control and Netop Mobile and Embedded and is from the industry-leader in remote support for 25 years.

Netop remote solutions feature industry leading encryption of 256-bit AES and 2048 dynamic key exchange.  Netop remote solution also offer the most comprehensive security system available with role-based rights management, so you can establish which people are allowed to do what to which devices.

Netop also supports more platforms than any other solution on the market including Windows, Linux, DOS, OS/2, Mac and Solaris.

No third party servers are used with Netop remote solutions, so the traffic pattern is more direct allowing faster connections and faster call resolution.  Plus, you own your data and no third party company will have access to login information or your traffic patterns.

"While Netop integrates remote control and on demand via the Internet, we would have required at least two different applications if we had decided on any competitive application."

-       Michael Huber Munchen

"It would be hard for me to be more satisfied.  We are pleased with the reliability and ease of use - in every way this is a very nice product!  Netop OnDemand has helped us to improve our customer service tremendously.  This product makes us more professional because we can respond quickly and effectively to service requests."

-       Laegernes EDB Central

http://www.netop.com