IT and Business Insights for SMB Solution Providers

Use Remote Access/Support Software to Boost Efficiency

In a new study, nearly 60 percent of IT decision makers identify the software as "highly business critical." By Colleen Frye

EFFICIENT PROBLEM SOLVING is important in these days of “doing more with less.” No surprise, then, that IT decision makers at small, midsize, and large businesses consider that the top benefit of remote access/support software, according to a new study from Research Now SSI and TeamViewer.

Other top benefits, according to respondents, are more efficient collaboration among geographically dispersed team members and the ability for technicians to support more customers/users and close support tickets faster.

Not only are IT decision makers reaping benefits, but nearly 60 percent of respondents say remote access/remote support software is “highly business critical” and a core part of their services; an additional 29 percent label it as “important.”

Almost 40 percent of respondents use more than one remote access solution, while 62 percent have standardized on a single provider.

Asked what they use this type of software for, just shy of 60 percent say remote control (IT support), followed by desktop sharing, remote customer support, remote device support, and online meetings.

A quarter of respondents say they use the software every day, and 35 percent say they use it multiple times a day.

It’s not a total lovefest, though. Asked what they dislike about their current products, nearly 50 percent cite security concerns followed by cost, integration with other systems, and reliability. Forty percent of respondents consider keeping or switching to a new remote access/support solution every three months or less, indicating perceived switching costs are likely low, according to the report.

The wish list for additional features bundled in with their remote access/support software include videoconferencing, meetings, audioconferencing (dial in), and an email client.

For channel pros, these findings could be a win-win. With 81 percent of IT decision makers already familiar with remote access/support, and many apparently liking it, it could be an effective way to improve customer experience in addition to being a handy efficiency-boosting tool to have in your toolbox.

About the Author

Colleen Frye's picture

Colleen Frye is ChannelPro's managing editor.

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