Case Studies

Case Study
YAMAHA
Case Study
AVR
Case Study
AS Systems



"Beam2Support completely convinced us because of the easy usability for both the supporter as well as the field agent who is looking for help."

Heiko Harder
IT-Division / Software Engineer
About YAMAHA
YAMAHA is one of the world-leading manufacturers of music instruments and equipment. For over 40 years the company has been active in Europe. In 2001, YAMAHA Music Central Europe generated revenues of over € 200 million. Currently they have over 600 employees in Europe and operate over 600 music schools.
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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Case Study
YAMAHA
Case Study
AVR
Case Study
AS Systems



"Beam2Support is a reliable, affordable system, that has a very professional look and feel, with a very small footprint. It’s a quick simple solution, that hasn’t let us down once."

Stuart Grierson
Helpdesk Support Engineer
About AVR
AVR International is an IT Security reseller with 2,500 clients in the United Kingdom. They serve clients in both the corporate and government sectors. An expert in IT Security, AVR specializes in Anti Virus, Anti Spyware, Web Filtering & WAN optimization. AVR is a division of Imago Group Plc which has annual revenues of £ 30 million and offices in Europe & China.
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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Case Study
YAMAHA
Case Study
AVR
Case Study
AS Systems



"Beam2Support helped us quickly increase the company’s efficiency in providing remote support. It guarantees fast and highly secure remote support."

Nissim Melamed
Managing Partner
About AS Systems
AS Systems Limited is a private company, founded in 1993. The company is specialized in developing ERP software. They provide integration, consultation, training and support. AS Systems Limited has been in business for over 13 years, supplying businesses all over Europe.
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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