You have your enterprise remote support operations working great at the local level, maybe even the regional level, but when the sun goes down at headquarters, how can you ensure you’re delivering the same best-in-class level of support across multiple time zones or even the whole world? Can you literally follow the sun with your support operations? Here are a few challenges to consider:
High Availability – Do you have the right support infrastructure in place to always serve your remote employees or customers across the globe? Look for solutions that offer high system redundancy, the ability to strategically place support infrastructure close to end customers, and also support session load balancing to offer an exceptional support experience.
High Scalability – Can you quickly equip support technicians with the right tools to help your remote employees and customers around the globe? Seek out solutions that offer concurrent support license models and optimize license use through pooling across multiple regions.
Centralized Management – Can you coordinate all your remote support operations from one place? Consider a support solution with a multi-appliance management console and centralized support performance reporting capabilities.
There’s much more to consider when taking the sunny path to more effective global enterprise support.