Case Studies

The Challenge

The sales area of the YAMAHA Music Central Europe covers the entirety of Europe. Within Europe alone, they have over 70 outside field agents. Therefore, the only way to support these agents was by telephone. Heiko Harder, Software Engineer of YAMAHA Music Central Europe greatly needed a solution to optimize the support time for the field agents and the support team. "We needed a remote support solution to support our agents in the field with their hardware and software problems."

The Solution

With the implementation of Beam2Support, the support staff members were able to connect to the field agents’ PCs without preparation. They could then immediately diagnose and solve difficult support cases. "With the help of screen sharing, we are able to detect the problems much faster than we were previously with just the telephone." The highly user-friendly solution of Beam2Support offers a connection within only a few seconds. "The incredible ease of use of Beam2Support convinced us immediately."

The Conclusion

With Beam2Support YAMAHA was able to more effectively and economically support their field agents. Implementing system updates and resolving daily support cases were able to be done more efficiently. "So far we have had only positive feedback from our agents. Beam2Support is a very cost effective solution and we are happy to recommend it as a support tool."

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Yamaha Case Study (PDF)

The Challenge

Internet security is a sensitive and complex topic that involves many questions from customers. It is very important to make sure the questions are fully understood and resolved accordingly. "It is often very hard to understand what someone is trying to say over the phone, and you don’t always get a full grasp of what they are trying to tell you - this can make a support case very hard to deal with" explains Stuart Grierson, Helpdesk Support Engineer of AVR International.

The Solution

Beam2Support offers an easy solution to avoid on-site visits or lengthy walkthroughs over the phone. Support representatives can directly access customers’ PCs in order to diagnose and solve problems. AVR is now able to resolve support cases more efficiently and even remotely upgrade their customers. "Using Beam2Support we can easily see what the customer is trying to explain over the phone. It saves both us and the customer from too many misunderstandings, and really helps when troubleshooting their problems."

The Conclusion

Beam2Support offers a straight-to-the-point support solution, which enabled AVR to more efficiently service their clients. "Beam2Support has a very small footprint on both ends of the connection. It is used nearly every day and has saved us a lot of time. The customer login was easily integrated into our website for a very professional looking solution."

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AVR Case Study (PDF)

The Challenge

AS Systems is a fast growing ERP provider. The more the company grows the more support questions there are from customers. With customers all over Europe the support team needs to react fast and stay on top of support cases. "It is our obligation to resolve customer incidents immediately when they occur; we have to react as quickly as possible, otherwise our customers experience a lot of difficulties" explains Nissim Melamed Managing Partner of AS Systems.

The Solution

AS Systems has chosen Beam2Support because it is especially designed for carrying out quick and efficient remote support over the Internet. The Two-Step-Simplicity™ enables the supporter to access the customer’s computer with only two mouse clicks. There is no installation or licensing cost on the customer's side. "Beam2Support is very quick. There is no need for any technical knowledge. Once the customer has joined our session, we are able to look through his PC and resolve the issue immediately."

The Conclusion

Using Beam2Support ensures that the customers’ needs are met in time. Problems are solved much quicker and this saves time for both the supporter and the customer. "Our customers are very pleased with Beam2Support because we are able to resolve support issues much faster."

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AS Systems Case Study (PDF)