A modern remote support solution fit for the enterprise (whether an SMB, an MSP, or a large multinational) should be secure, user-friendly, allow for intelligent collaboration, and provide five-star customer support. And today, the ability to scale support and to be up and fully operational—fast—has never been more important.
Many companies use a mixture of solutions, including free tools, but these solutions typically do not scale well, lack critical features and capabilities, serve a limited set of use cases, and/or don’t measure up to the security and compliance standards being enforced by today's IT support professionals.
Choosing the right solution that fits all the remote support needs across your organization's technical service desk is certainly no easy task. There are several factors to consider, including necessary IT support certifications, security, cost, functionality, and collaboration features.
However, the most important remote support consideration is whether or not the solution was built specifically for remote support use cases. Some tools have been architected primarily for conferencing and meetings use cases, but when extended for remote support, they suffer from dangerous security shortcomings, not to mention productivity shortfalls. Cyber threat actors continue to exploit unsecure remote access tools like RDP to take over equipment and inject various types of malware into the system being remotely accessed, or even demanding payments to let users back into their system. Many of these tools fall woefully short of essential security features, such as the ability to granularly control sessions and privileged access.
Simply put, free and lower-end remote access software continues to pose a huge security threat. How can organizations enable best-in-class remote support that can be quickly deployed, easily scale, that wows end-users, and ensures high levels of customer satisfaction—without shortchanging security?
Read our short paper, The Business Case for BeyondTrust: 5 Reasons for Remote Support, to learn key differentiators that make BeyondTrust Remote Support stand out from other solutions.
And, if you'd like to speak to someone about our Remote Support offering, contact us today.
Julissa Caraballo, Product Marketing Manager
Julissa Caraballo is a Product Marketing Manager at BeyondTrust. She has over 10 years of experience in software product marketing and lead generation. Previously, Julissa worked as a Marketing Director for a medical management software company. She holds a BA in Business Administration/Marketing and a MBA in Healthcare Management. Her certifications include, Certified Digital Marketing Manager, Pragmatic Marketing Certified and Certified Medical Practice Executive. She can be found on LinkedIn and all social media platforms.