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Why Remote Support Makes Sense In A Social Distancing World

Why remote support makes sense in a socially distancing world

Organizations aren’t just thinking about the current pandemic, they’re also considering what’s ahead, and for many companies and schools, that means switching to a remote support model for their AV technology.

Remote support makes sense for every organization, even if there are IT personnel onsite to handle technical issues. There are a few reasons for this, including:

Reduced disease transmission

Reducing the spread of COVID-19 is the primary reason why businesses and educators are pushing for a remote support model. With remote support, that’s one less person in the room who could spread or receive an illness. It is the ultimate intersection between technical support and social distancing, in short.

Better use of resources

With remote support, your organization’s support personnel can optimize their time and knowledge. There is no need to dispatch someone to where the problem is occurring. Instead, your IT or AV team can help from a distance, from behind a computer screen. That means your support personnel can respond to more people more quickly, so more can be done with fewer resources, without stressing personnel or affecting the quality of your organization’s technical support.

Additionally, your organization’s IT team can focus their time on longer range projects, so even if your company maintains the same amount of support manpower, they can make better use of company time.

Flexibility and response speed

Remote support also enhances support flexibility and speed because your people can be wherever they need to be, right when they are needed. This can be especially helpful on large corporate or educational campuses, where it may take someone 15 or more minutes to get to where they are needed. That’s time lost to technical issues, but with remote support, the problem will often be completely rectified within minutes, which not only frees up IT to handle additional support tickets, it reduces employee downtime as they wait for a response from IT.

How can remote support be targeted to where it’s needed?

AV firms are pushing remote support solutions to the market, so organizations already have options. One such option is Simply Connect, which utilizes Teleportivity to deliver better remote support. The technology only requires three things to work, which are:

  1. A printed NFC tag or QR code.
  2. A device that can read the tag or code.
  3. A microsite that houses needed support resources.

No application is needed to access Simply Connect, so users do not have to download anything. They only need a device with a QR or NFC scanner, which is available on most smart devices in the app store.

The microsites are deployed first, complete with the organization’s branding. These microsites contain support documents, like technical, troubleshooting or instructional guides, maps, or contact information. Once deployed, the business or school prints out the NFC tags or QR codes, each of which are linked to a particular microsite. These tags and codes can be placed anywhere they are likely to be most helpful. For example, a QR code that sends people to a how-to-conference guide can be printed and placed in every conference room, so teams can quickly figure out how to run conference technology without getting IT involved.

In addition to support documentation, microsites can be used to deliver surveys or media, including videos. If needed, users can request live video help through Simply Connect, and this is where Teleportivity comes in.

What is Teleportivity?

With Teleportivity, Simply Connect can help users access support personnel wherever they are, even if the room they are in doesn’t have a readable code or tag.

This is done through the use of fixed, interactive help kiosks, which anyone can walk up to and access. Once done, the kiosk brings up a live video with a support staff member, who can attempt to resolve the user’s concern. If needed, though, the support staff member can jump to another fixed help kiosk, like one placed in a conference room.

If there isn’t one nearby, the support staff member can send a QR code to the kiosk that the user is at. If the user scans this code with their device, the support staff member will “jump” to the user’s device and maintain the live video feed from there. At this point, the user can take support with them anywhere, and the support staff member can see what the user sees, so they can quickly resolve the concern.

Who can help organizations set up remote support?

Experienced AV integrators are already familiar with providing offsite, managed services to their clients. Your integrator, then, has the insight needed to help integrate remote support into your team’s IT or AV strategy. Further, an AV integrator can help maintain all integrated AV technology, ensuring optimal performance and minimal downtime.

Remote support is no longer a remote possibility, but an attractive option in a world responding to a pandemic. Beyond health and safety, though, it also offers better support efficiency and flexibility.

Robby