Real-World Success Stories with BeyondTrust Remote Support

Today’s IT teams find themselves juggling a lot of priorities. For one, they must meet growing customer demands with higher-than-ever benchmarks, such as cutting down service resolution time, increasing Customer Satisfaction Scores (CSAT), etc. But at the same time, they must offer this high level of service across a variety of employees, devices, and locations.

Along with all of these priorities, IT teams are becoming the frontline in the battle against cyber threats. They are increasingly targeted by attackers who want to get their hands on sensitive data and other key information that is handled by these teams.

Many of BeyondTrust’s current Remote Support customers sought a new remote support solution because of these challenges. They were on the hunt for a solution that unified their help desk use cases with key integrations and boosted productivity, all while addressing security concerns and adhering to compliance requirements. One payment and processing company saw an 80% increase in productivity after implementing our solution.

This blog will dive into why a few of our real-world customers decided on Remote Support as their IT software of choice, and will reveal the measurable gains they’ve made in productivity, security, and compliance.

Remote Support Unifies Use Cases with Key Integrations

It’s common for a help desk’s tech stacks to proliferate over time. They add on use-case-specific tools as their demands grow or priorities shift. However, this sprawl of IT tech leads to several issues, including time-wasting context shifts that increase the chance of human error, and create significant gaps in visibility and security.

Many of our customers noticed the time and costs that their sprawling tech stacks were wasting and sought a new solution. Here are a few reasons why they chose Remote Support to solve this challenge:

• “BeyondTrust Remote Support was the only solution that met all of our requirements.” — Rocky Pedroso, Director of Information, University of Miami

• "Help desk agents are multitaskers. You need a tool that lets them support multiple customers within a single application." — Jennifer Woodbridge, Systems Administrator at a Payment and Processing Company

• “The tool’s ability to handle multiple monitors and high-resolution connections makes file transfers easy, simplifying our workflows and allowing us to do our jobs seamlessly and effectively.” — Gregory Bennett, Systems Administrator, and J. Anna Aloisi, Network Administrator, at the Town of West Springfield

Additionally, Remote Support offers several out-of-the-box integrations, enabling it to interface seamlessly with existing help desk software. A few common integrations include:

• IT Service Management (ITSM) tools

• Change management records

• Authentication and permissioning methods, including Active Directory, LDAP(s), and SAML

• SIEM platforms

• Password vaults

• Customer Relationship Management (CRM) platforms

All in all, we see a few common threads as to why customers love Remote Support:

1. Remote Support’s integrations power a unified approach to a vast range of use cases and organizational needs

2. Remote Support prioritizes robust security alongside productivity, enabling teams to better meet compliance requirements and protect valuable customer data.

3. Remote Support leads to measurable successes, including significantly shortened time to resolution and higher productivity levels.

4. Remote Support comes with best-in-class customer service from our team of IT software experts.

When you put all of these reasons together, it’s clear why BeyondTrust has a 95% gross retention rate of over 20,000 companies across 100+ countries, and a 55 NPS Score.

To hear more about our customer’s real-world experiences with Remote Support, download our guide, Customers Make the Business Case for BeyondTrust Remote Support, or experience Remote Support first-hand with a free trial.