Chili Security: BeyondTrust Enables World Class Service Experience

Use Case

Prior to using BeyondTrust, Chili Security used TeamViewer for its remote support assistance. However, TeamViewer didn’t offer the scalability needed to support the company’s fast-growing customer base. Additionally, there were concerns with TeamViewer’s security measures. Chili Security began looking for a remote support solution with more advanced features and a high-level focus on security.

How We Chose BeyondTrust

Chili Security’s mission to deliver world-class service, and the biggest selling point when evaluating BeyondTrust was its ability to record every remote session and form a detailed audit trail. This capability provides material for session analysis and training to support. Canned Scripts customization is another feature that sold the company on BeyondTrust, as it saves a tremendous amount of time when helping customers.

Our BeyondTrust Product

BeyondTrust Remote Support enables scalable, secure support for a world class service experience. Chili Security regularly uses a few key BeyondTrust features:

• Session Recording: The ability to record enables the team of 33 support technicians to track team performance as well serve as a training resource for continually improving their service level.
• Canned scripts: Canned Scripts make it possible to pre-program routine sets of commands, such as those required to update antivirus software, and run them with a single click. Process time was reduced from up to 25 minutes to under 3 minutes.
• File Transfer and Screen Sharing: These features enable fast problem resolution. File Transfer makes it possible to quickly load files on remote devices, and Screen Sharing allows support reps to collaborate on issues and perform training with a user during a live session.
• BeyondTrust Button: These features enable fast problem resolution. File Transfer makes it possible to quickly load files on remote devices, and Screen Sharing allows support reps to collaborate on issues and perform training with a user during a live session.

Our Success and Future Plans

Given Chili Security’s rapid growth, the company estimates that if it hadn’t made the switch to BeyondTrust, it would need four times the employees it has now to service its expanding customer base.

“BeyondTrust's automated features make it possible for each technician to handle more jobs, reducing labor costs,” said Hede.