Remote Management

Support multiple platforms with a single solution

A customer in Singapore, an office in Toronto? Implement the RJR Remote Management strategy and you’ll realize significant cost savings and improved productivity—your technicians can take care of your customers no matter where they are.

In partnership with Bomgar, RJR offers remote support, advanced diagnostic tools and secure chat to the IT Service Management (ITSM) platform. With the RJR Remote Management strategy you’ll get secure remote desktop control of every computer in your organization—worldwide.

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Key benefits of Remote Management

  • Increase first call resolution rates and accelerate resolution time
  • Measure and exceed Service Level Agreements (SLAs)
  • Improve customer satisfaction
  • Increase help desk capacity and IT staff productivity
  • Audit every support session
  • Ensure data security and compliance
  • Manage and monitor support activity in real time
  • Protect sensitive data by keeping it in-house

The RJR Remote Management strategy allows your ITSM product support representative to launch a secure, remote support session directly from an incident. Immediately, the representative determines and resolves the problem—increasing first call resolution rates, shortening call times, and eliminating on-site visits.

When you resolve the problem at Level 1 you save the cost of a technician going on-site to resolve a Level 2 problem. With the RJR Remote Management strategy you’ll resolve a greater number of incidents at Level 1. You’ll eliminate travel costs and lower your cost per call when your technicians work directly with the systems they are supporting. With resolution of Level 2, or even Level 3, at Level 1, you cut costs without sacrificing service quality.

Level 2 costs from $25 to $50 and Level 3 from $100 plus. Compare these costs to Level 1 first contact resolution at $15 to $30. Imagine the cost savings. Your cost savings can be even greater if you incorporate the RJR Self Service strategy. We can assist you to help your customer log their own issues through a self-service portal.

The cost of automated self service is from $6 to $24 with call elimination from $0 to $5. According to Gartner, the cost of a live person handling a call is $5.30 compared to self service which costs .45 cents—a savings of more than 90%.