RealVNC Customer Success Stories https://www.realvnc.com/en/connect/customers/ Remote access software for desktop and mobile Mon, 19 Feb 2024 16:02:08 +0000 en-US hourly 1 https://www.realvnc.com/wp-content/uploads/2023/05/cropped-realvnc-favicon-32x32.png RealVNC Customer Success Stories https://www.realvnc.com/en/connect/customers/ 32 32 REJI https://www.realvnc.com/en/connect/customers/reji/ Tue, 23 Jan 2024 10:24:31 +0000 https://www.realvnc.com/?post_type=customer&p=30955 "The fact that RealVNC Connect is compatible with a wide range of operating systems is important for our future growth. With RealVNC Connect, we can monitor a digital sign running on Android, or customer kiosks that have a Windows-based OS. Having the flexibility to work with any system makes it much easier for us to say ‘yes’ to any potential customer."

- Frank Yoder, CEO

The post REJI appeared first on RealVNC®.

]]>

REJI monitors customer kiosk and POS software proactively using RealVNC Connect

REJI provides start-to-finish customer experience software for businesses in the Quick Service Restaurant (QSR), Fast Casual, and Convenience industries. From self-ordering kiosks to point of sale (POS) devices to self-checkout, REJI Viewport software provides users with seamless, integrated solutions that are compatible with any existing ecosystem.

Both REJI’s clients and the REJI support team monitor devices running REJI Viewport with RealVNC Connect. It allows faster more flexible monitoring than competing remote access solutions. RealVNC Connect’s compatibility with a wide range of operating systems also allows REJI Viewport to work with any client’s existing IT infrastructure, making integration much faster and simpler.

Changes in the convenience industry create an opportunity

Founded in 2010 as a POS software provider, REJI expanded into self-ordering kiosk software in 2013.

In recent years, many convenience store operators have opened food service kitchens inside their existing premises. In many locations, made-to-order food has displaced alcohol and tobacco sales as the biggest in-store revenue source. While some retailers open franchises of well-known QSR brands in their stores, launching an own-brand QSR gives the retailer more control and higher margins.

After noticing this trend, REJI founder Bernard Espanola and CEO Frank Yoder identified a gap in the market. For convenience stores to compete effectively against established QSRs, they need to provide customers with the high-quality self-ordering kiosks they now expect. This is a serious obstacle for new entrants in the made-to-order food industry, however. Supporting and maintaining a kiosk fleet that provides a high standard of customer experience is something that even large multinational organizations sometimes struggle to do.

To fill this gap, Bernard and Frank designed REJI Viewport, a digital endpoint support and monitoring system that specializes in servicing large deployments of kiosk & digital signage devices.

The Problem

To monitor a kiosk or menu display effectively, you need to see the screen

The most important customer engagement points for QSRs are the kiosk and menu display screens. When these fail, or display incorrect information, it creates aggravation for restaurant operators, and undermines the customer experience.

Retailers can implement generic off-the-shelf monitoring systems for these devices, but these tools are not a good fit for this situation.  These solutions can only monitor how much of a device’s CPU was in use, how much hard drive space remains, or when a receipt printer was running low on paper. They cannot detect a breakfast menu being displayed in the afternoon or alert restaurant operators to a failed pricing update. The only foolproof way to ensure that the customers see what they are supposed to see is to directly monitor what is displayed on screens.

Keeping track of hundreds of customer-facing screens simultaneously is a serious logistical challenge. Verifying each screen one at a time is time-consuming and unrealistic for monitoring thousands of kiosks and digital signs. Frank and Bernard realized they needed a monitoring tool that could scale as the number of devices using self-service software grew and that they would need a remote access solution with enough speed and flexibility to cope with the demand.

Discovery

RealVNC Connect: accessing hundreds of remote connections with one click

Most remote access software is designed to access one machine at a time, resulting in a very cumbersome process for monitoring multiple customer-facing kiosks and digital signage screens. Support workers must open a portal to each device and then carefully position and size this window in relation to other open portal windows (sometimes across multiple monitors).

The REJI development team encountered this time-consuming headache with the first two remote access software solutions they implemented. On the third attempt they tried RealVNC Connect and realized they had found the perfect solution.

Once the initial remote access connection is established, RealVNC Connect allows users to create a .vnc file extension that acts as a shortcut for that connection. Each time the file is opened, the window showing the kiosk or menu screen resumes the size and screen position from its last use. After creating a simple script, the REJI development team could open hundreds of screen views with a single click, and each view would automatically position itself correctly on the screen.

“RealVNC Connect became our go-to solution for remote access after we tried two other well-known remote access solutions. Those other solutions provided remote access, but they lacked the functionality we needed to visually monitor hundreds of remote access connections simultaneously. With RealVNC Connect, REJI Viewport can easily open hundreds of live-monitoring portals with a click of a button.”

The solution

RealVNC Connect helps REJI Viewport software integrate with any existing system

Soon after switching, the REJI development team discovered a second advantage provided by RealVNC Connect: compatibility with an especially wide range of operating systems.

REJI Viewport is designed to integrate and display screens from five different components used in the retail market: the self-ordering kiosk, the POS machine, the digital menu displays, the kitchen display system, and the in-store digital signage.

Because it is compatible with Windows, macOS, iOS, Android, and Linux, RealVNC Connect allows REJI to work with a huge range of devices. This allows REJI to provide their Viewport service to customers without the need for device changes.

Results

Thanks to RealVNC Connect, REJI is ready to scale

Using RealVNC Connect, the REJI support team launches hundreds of kiosk and menu screen displays every morning across a bank of monitors in their command center.

When a customer engages with a kiosk, Viewport automatically moves the window displaying the active screen to the main monitor. Viewport then immediately enlarges the window size so the customer interaction can be more easily monitored in real-time. This allows the support team to focus on screens in use, and how the customers are interacting with the customer experience.

Already used in hundreds of locations in Texas, Alabama, Illinois, Florida and Mississippi, REJI is expecting the demand for REJI Viewport software to keep pace with the surge in kitchen openings in convenience stores across America. Thanks to RealVNC Connect, REJI’s support provision will be able to scale just as rapidly as the demand for its software.

“The fact that RealVNC Connect is compatible with a wide range of operating systems is important for our future growth. We provide software to our customers, but we also want to provide first level support for their entire ecosystem. With RealVNC Connect, we can monitor a digital sign running on Android, or customer kiosks that have a Windows-based OS. Having the flexibility to work with any system makes it much easier for us to say ‘yes’ to any potential customer.”

The post REJI appeared first on RealVNC®.

]]> Qtrac https://www.realvnc.com/en/connect/customers/case-study-qtrac/ Wed, 29 Nov 2023 09:12:01 +0000 https://www.realvnc.com/?post_type=customer&p=26635 “We immediately realized the user interface was much better for us, and much more user friendly for the help desk team. Pretty soon we said, ‘Let's just switch everything to RealVNC.’”

Aleks Nikolovski

The post Qtrac appeared first on RealVNC®.

]]>

RealVNC Connect is Qtrac’s exclusive remote access solution

Our client Qtrac is a leading provider of queue management and appointment scheduling technology, helping millions of people around the globe have better customer experiences in the retail, healthcare, education, and public service sectors.

Companies that use Qtrac’s technology depend on it every day, so it is essential that Qtrac’s support team can identify and proactively address concerns as quickly as possible. Remotely monitoring devices in hundreds of global locations, they regularly detect and solve issues before their customers even notice them.

After encountering problems with other remote access software providers, Qtrac now exclusively relies on RealVNC Connect for its remote access needs.

The problem

The need for a fast remote access solution

Qtrac’s support team needed a remote access solution that is fast, secure, and user friendly.  

After initially using another well-known supplier, the team grew frustrated by the need to reestablish a secure connection from scratch every time they needed access. Repeatedly supplying login credentials and complete CAPTCHA forms was annoying and took up valuable time.  

The software’s user interface also displayed all of Qtrac’s devices in a single, long list, which made navigation a challenge. If someone needed to access a specific device, they had to trawl through thousands of entries looking for the one they wanted.  

Speed of response is critical to its customer proposition, so Qtrac tried a second well-known remote access provider, but encountered the exact same problems again.  

Discovery

RealVNC Connect provides fast, secure, easy-to-navigate remote access

After two disappointing attempts to find the right solution, the Qtrac support team tried RealVNC Connect and never looked back.  

Unlike other remote access software, RealVNC Connect allowed the Qtrac support team to establish secure connections for extended periods. This meant they didn’t need to repeatedly provide login credentials and fill out CAPCHA forms. 

They also found the user interface much easier to navigate. RealVNC Connect allows the support team to organize large numbers of devices in groups, by customer. This made finding a particular device much faster and more intuitive. 

The Qtrac team was delighted with these advantages. As Qtrac Quality Manager Aleks Nikolovski explains, the team were keen to roll out RealVNC on every device:  

“We immediately realized the user interface was much better for us, and much more user friendly for the help desk team. Pretty soon we said, ‘Let’s just switch everything to RealVNC.’” 

The Solution

RealVNC Connect makes device setup much easier

In addition to monitoring devices in live environments, Qtrac now uses RealVNC Connect to streamline the setup process for its customers. 

During the production cycle, new kiosk devices are connected to the support team’s local network using RealVNC Connect. RealVNC Connect is then used to install all software and scripts and to activate licenses.  

After being thoroughly tested, the kiosk is shipped to the customer, who only needs to provide internet access for it to become fully operational.  

Since the Qtrac support team can maintain its secure connection with RealVNC Connect during shipping, they can begin monitoring the kiosk as soon as it is in use. 

“As a support team, we try to be proactive, and RealVNC Connect helps us do this. We can ship devices to our customers that need no other setup than an internet connection, and immediately begin monitoring it for any problems. We’re able to respond to issues so quickly, we typically solve problems before our customers have even noticed them.”

Results

With customers lining up, Qtrac has big ambitions

The Qtrac Virtual Queueing and Appointment scheduling platform removes stress and boredom from customer experiences, leading to increasing sales, and better staff morale.  

With thousands of government offices, banks, retail stores and healthcare facilities still asking customers to stand in slow-moving lines, Qtrac’s potential for growth is enormous. 

RealVNC is ready to help Qtrac with every step of its expansion. As Aleks explains:  

“As a support team, we try to be proactive, and RealVNC Connect helps us do this. We can ship devices to our customers that need no other setup than an internet connection, and immediately begin monitoring it for any problems. We’re able to respond to issues so quickly, we typically solve problems before our customers have even noticed them.” 

“We immediately realized the user interface was much better for us, and much more user friendly for the help desk team. Pretty soon we said, ‘Let's just switch everything to RealVNC.’”

The post Qtrac appeared first on RealVNC®.

]]> 100.3 FM https://www.realvnc.com/en/connect/customers/case-study-100-3-fm/ Mon, 26 Jun 2023 10:31:11 +0000 https://www.realvnc.com/?post_type=customer&p=18182 “Being able to operate in two markets is really important for our business. VNC Connect allows us to do this without needing to constantly drive between Timaru to Oamaru. This is a game changer for us.”

James Valentine

The post 100.3 FM appeared first on RealVNC®.

]]>

Using RealVNC Connect to operate two radio stations
from a single broadcast studio

James Valentine is an experienced radio broadcaster who owns and operates two independent local radio stations on the South Island of New Zealand: 100.3 FM (based in Timaru), and Oamaru FM 91.2 (located 85 kilometers south). Using RealVNC’s VNC Connect software, James is able to operate both stations, each with their own individual local programming, from a single studio

The problem

For independent radio, keeping costs to a minimum is essential

New Zealand’s local independent radio stations compete against large national companies which have advantages in both scale and resources. For James Valentine, owner and operator of two independent stations (100.3 FM in Timaru and Oamaru FM), keeping costs to a minimum is essential for remaining competitive.

James has worked as a broadcaster for over twenty years, and is a well-known media personality in both markets. He has the capacity and expertise to provide localized programming for both stations, but driving between the broadcast locations in Timaru and Oamaru to oversee programming is not practical. James decided instead to use run Oamaru FM as a virtual station from his Timaru studio.

Discovery

Remote access software helps, but which provider is best?

To operate Oamaru FM virtually, James needed remote access software that could help him operate  a desktop computer, router, streaming software and a transmitter tower – all located 85 kilometers away from his broadcast studio.

James tried two other remote access solutions before signing up for RealVNC Connect. The first repeatedly terminated sessions after a few minutes, and was completely impractical.

The second solution allowed longer sessions, but a few weeks after installing it James noticed the cursor on a computer screen moving independently. He realized a hacker was in the process of removing his antivirus software, and immediately killed the internet connection to stop the attack. After running a diagnostic, he discovered the system had been compomised via the remote access software he was using for over two days!

After this scare, James resolved to find a remote access solution with a great security track record, and acquired RealVNC Connect licenses for all of his devices.

The Solution

Success with VNC Connect

Using RealVNC Connect, James can operate Oamaru FM as a virtual station from his broadcast studio in Timaru.

Oamaru FM’s systems consist of two computers (a main computer and a backup) located next to the radio transmitter in Oamaru. Because James is able to upload music and other content to these devices from Timaru, he can operate both stations from a single location – saving substantial time and money.

Thanks to RealVNC Connect, James was also able operate both stations remotely from a home office during the COVID-19 lockdowns – keeping his local stations on air during an especially important time.

“Being able to operate in two markets is really important for our business. RealVNC Connect allows us to do this without needing to constantly drive between Timaru to Oamaru. This is a game changer for us.”

Results

Using RealVNC to keep two local radio stations competitive

Using RealVNC Connect, both 100.3 FM in Timaru and Oamaru FM are able to compete more effectively against national radio stations, and provide the music and local content their listeners appreciate.

And, of course, since installing RealVNC Connect, James has not worried about his remote access software being hacked!

“RealVNC Connect allows us to operate both radio stations from our studio in Timaru, or – if necessary - operate both stations from home. I’ve got kids and sometimes you need the flexibility to spend time with your family. RealVNC makes this possible.”

The post 100.3 FM appeared first on RealVNC®.

]]> MiPi Support https://www.realvnc.com/en/connect/customers/mipi-support/ Tue, 06 Jun 2023 13:45:00 +0000 https://www.realvnc.com/?post_type=customer&p=19226 "RealVNC® makes it really easy for me, from virtually anywhere, to use my phone or tablet to look into and fix a problem should something arise."

Matt Ireland, Founder

The post MiPi Support appeared first on RealVNC®.

]]>

Helping thousands of first responders from a single device

MiPi Support helps first responder agencies implement a popular software solution for managing emergency responses. Founded two years ago by seasoned global cybersecurity professional and volunteer first responder Matt Ireland, the company currently supports over 200 fire departments, ambulance services, and law enforcement offices across five states. Thanks to RealVNC’s VNC Connect software, Matt is able to manage his entire nationwide operation - from software updates to fault detection to support calls - using a single laptop or mobile device.

Challenge faced

Some first responder agencies lack the technical expertise to implement a critical software solution

IamResponding is an end-to-end emergency response system that puts time-saving alerts
and critical data directly into the hands of first responders. Among many other features,
IamResponding alerts emergency providers to an incident through multiple redundant
pathways including a smartphone app, tracks who is responding, and who is reporting to the
station or directly to the incident scene.

In 2020, IamResponding acquired and integrated a software service known as Two-Tone-Detect
(TTD). TTD creates audio files of 911 dispatcher’s’ calls which can then be played via the
IamResponding app by the appropriate first responders, accelerating emergency notifications
and operational awareness. Unlike the standard cloud based IamResponding product, TTD
requires a computer configured with its software located near the first responder agency to
operate. Configuring the software correctly, and ensuring the computer is fully updated and
running 24/7, requires more technical expertise than some agencies have readily available.

As a volunteer fireman, part-time EMT, reserve deputy sheriff, and Medical Examiner
Investigator, Matt Ireland is well acquainted with IamResponding, TTD, and the critical role
these technologies provide. He is also a full-time information technology and cybersecurity
expert, and had a good understanding of the technology which powers IaR and TTD.

Soon after TTD was rolled out, he noticed that some stations were failing to get the service
running properly, or were using old, unreliable Windows laptops to host
IamResponding’s’s software. As a first step, he decided to find a better solution for his
colleagues working in the Dallas County, Iowa first responder agencies.

Search for a solution and discovery

Finding a robust solution to help first responders

Besides managing the TTD configuration process for Dallas County, Matt also wanted to be
sure IamResponding’s TTD software was running on an extremely reliable device. Having to
reboot a computer, or wait for 32 Windows updates to process, simply would not be acceptable
during an emergency situation.

Matt quickly decided to use a Raspberry Pi computer. Originally designed as an educational
tool, Raspberry Pis are extremely small devices (just twice the size of a deck of cards). Their
simple hardware configuration lacks some of the complex functionality of a Windows device, but
this means there is a lot less that can go wrong. He was able to host IamResponding’s
software on the Raspberry Pi’s Linux-based operating system, and (because it was so small),
locate the device anywhere with access to power and internet connectivity.

Matt kept his device compact by using a “headless” Raspberry Pi with no monitor, keyboard or
mouse. These peripheral devices could be dispensed with thanks to RealVNC’s VNC Connect
software, which comes standard with every Raspberry Pi computer. Using VNC Connect, Matt
can update software, perform maintenance, or monitor any device’s status via another
computer.

Matt’s solution in Dallas County was extremely successful, and he soon had multiple requests
for help from neighboring counties. Within a year, and purely through word-of-mouth advertising,
Matt was operating a business supporting over 100 agencies nationwide. Known as MiPi
Support, the business has continued to grow rapidly, doubling its customer base in its second
year of operations.

This rapid growth has only been possible because of VNC Connect. With dozens of MiPi
Support devices running across five states, Matt and his team can manage the entire system
from a single device wherever they are.

A new IaR dashboard feature called the “Kiosk” recently created even more demand for MiPi
Support. Designed to be displayed on monitors inside a first responder station, Kiosk provides
detailed information about an incident, its location, and who is responding. To support Kiosk,
MiPi Support has created a second Raspberry Pi device which fits onto the back of any monitor,
displaying current information to first responders 24/7. Just as it had done with its TTD
solutions, MiPi Support uses VNC Connect to manage all devices running IamResponding’s
Kiosk software.

A bit on implementation and resolution

How VNC Connect is the perfect solution for MiPi Support’s business

RealVNC has been an official partner of Raspberry Pi since 2016, and every Raspberry Pi
produced since then comes with VNC Connect pre-installed as standard.

While they may lack the wide range of standard functionality that Windows computers have,
Raspberry Pis are extremely streamlined and have very low operating costs. They provided a
perfect solution for MiPi Support, which wanted a small and inexpensive device to do just one
thing, and do it extremely reliably.

RealVNC’s software is integral to every stage of a MiPi Support device’s lifecycle. During the
process of turning a Raspberry Pi into a MiPi Support device, VNC Connect is activated. As
soon as the recipient connects the device to the internet, MiPi Support can finish the
provisioning process, and then begin monitoring it for problems, implementing updates, and
responding to support requests.

As a company founded by a cybersecurity expert, MiPi Support also values RealVNC’s
reputation for top-notch security. Being confident the remote access will not be compromised is
essential, as each device MiPi Support sells is integrated into a local government’s technology
ecosystem.

Ensuring that downtime of MiPi Support devices is kept to an absolute minimum is also a key
priority. Using VNC Connect, Matt and his team are able to respond to support calls from
anywhere in the country on a laptop or even a mobile device. Just like the first responders they
work with, MiPi Support can be on call any time, day or night.

“RealVNC makes it really easy for me, from virtually anywhere, to use my phone or tablet to look into and fix a problem should something arise.”

Results and future ambitions

Using RealVNC technology to scale effortlessly

In just two years, MiPi Support has grown from a local, one-off solution, to a nationwide
business supporting over 200 agencies across five states.

Thanks to VNC Connect, MiPi Support can continue to scale for a long time to come. After
growing to 200 agencies purely through word-of-mouth advertising, and with thousands more
agencies using IamResponding’s software yet to be reached, MiPi Support’s potential for growth
is enormous

mipi support

“I looked at several other remote access providers before choosing RealVNC. It's already integrated into Raspberry Pi's operating system, which makes the MiPi Support device simpler and more robust. It also made sense from a security perspective, as VNC Connect has a great cyber-security track record.”

The post MiPi Support appeared first on RealVNC®.

]]> Massage Robotics https://www.realvnc.com/en/connect/customers/massage-robotics/ Wed, 03 May 2023 08:11:50 +0000 https://www.realvnc.com/?post_type=customer&p=17887 “At Massage Robotics we don’t write programs that simply tell the robots to go from one point to the next. We create algorithms fed by databases that allow our robots to devise new routines. With hundreds of lines of code in each robot, and thousands more lines based in the cloud, RealVNC is a game changing solution for us.”

The post Massage Robotics appeared first on RealVNC®.

]]>

Using RealVNC software to accelerate robot programming

Massage Robotics develops robots that use AI and machine-learning to prescribe and perform therapeutic massages. Founded by entrepreneur Christian Mackin in 2016, the California-based startup relies on RealVNC’s VNC Connect software to accelerate the programming and maintenance of its robots from locations around the world.

The problem

Innovative robot programming requires a new programming solution

Christian founded Massage Robotics after breaking his back in an off-road accident. In therapy, he imagined a massage robot to help him feel better. Christian knew he and his team of engineers could make his vision a reality.

In 2016, Massage Robotics acquired its first robotic arm from a leading supplier of collaborative robots. The manufacturer’s standard programming method requires the use of a tablet connected to the robot by a cable known as a “teaching pendant.” Programmers move the robot arm to the desired position, record the location via the teaching pendant, and then continue moving and recording until a sequence of waypoints is completed.

Massage Robotics initially used the teaching pendant method to train the first robot arm, but when Christian added a second arm to the system, he quickly realized the standard method was too complicated and time consuming to turn into a scalable business.

Christian also envisioned robots with dynamic programming which can design new massage therapies using complex algorithms fed by data from cloud-based servers – a model which is fundamentally incompatible with the teaching pendant method.

The solution

Programming robots at scale with VNC Connect

Christian realized he needed a way to program his robots more quickly than what is possible using the teaching pendant. As an experienced engineer, he realized remote access software was the best option.

He decided to deploy RealVNC’s VNC Connect software for two reasons:

  • The robot’s operating system is Linux-based, and, unlike many other remote access solutions, VNC Connect is Linux-compatible.
  • VNC Connect also allows Christian and his programming team to copy and paste code from one robot straight into a second, removing the need for the slow training pendant method. 

VNC Connect became even more central to Massage Robotics plans when it began developing machine learning functions which allowed robots to improve with experience, and algorithms which processed the growing dataset to develop new massage therapies. These innovations required hundreds of lines of code to be placed in each robot – a function the robot’s native software required to be entered manually.

Further Benefits

Using VNC Connect to deploy robotics code developed offshore

Massage Robotics also uses VNC Connect as a traditional remote access solution. The company currently has a team of programmers based offshore in India, over nine thousand miles from the devices they are developing for. Thanks to VNC Connect, the team can implement update software without the need to be in physical proximity to the machines.

Massage Robotics will soon begin deploying its robots to its clients around the world. Thanks to RealVNC, the software in these devices can be maintained and updated as required without sending a software engineer on site.

“At Massage Robotics we don’t write programs that simply tell the robots to go from one point to the next. We create algorithms fed by databases that allow our robots to devise new routines. With hundreds of lines of code in each robot, and thousands more lines based in the cloud, RealVNC is a game changing solution for us.”

Results

Preparing to operate a global fleet of massage therapy robots

After successfully debuting the company’s first robot at the 2021 CES trade show in Las Vegas, Massage Robotics is currently developing its next round of innovations. These will include the use of powered tools that human massage therapists struggle to use effectively for extended periods.

Within the next few years, Christian plans to deploy over one thousand Massage Robotics units to massage therapy providers around the world. Massage Robotics anticipates that VNC Connect will be instrumental as a tool for setting up the software for each unit, and for providing maintenance and updates while in the field.

“Our robots are designed to learn over time. They will get better at massage with every session and learn more about individual preferences. We are also planning to develop a recommendation engine to prompt users to try a specific routine for the type of recovery they need. To develop robotics software this complex, we need a straightforward way to deploy programming with consistent results. VNC Connect is makes this possible.”

The post Massage Robotics appeared first on RealVNC®.

]]> Wienerberger https://www.realvnc.com/en/connect/customers/case-study-wienerberger/ Mon, 07 Feb 2022 06:48:17 +0000 https://www.realvnc.com/?post_type=customer&p=3278 "RealVNC® remote access software is proving extremely useful in allowing our small helpdesk team to support staff located at sites around the whole of Poland."

Nataniel Zielinski, IT Architect/IT Administrator

The post Wienerberger appeared first on RealVNC®.

]]>

Wienerberger - case study

Reduce Cost

Decrease support call repeat rates, call handling time and on-site travel costs

Improve Quality

Provide engaging, real-time connections that improves employee and customer satisfaction

Increase Uptime

Avoid downtime with faster problem identification and resolution

Company

Wienerberger is the world’s leading manufacturer of bricks and number one in the clay roof tiles market in Europe, currently operating 230 plants in 30 countries. The small IT team at Wienerberger Poland required a solution that would enable them to assist both office and production staff, spread across the country’s 20 sites, with helpdesk queries.

With RealVNC® remote access software deployed, the IT team can now resolve issues remotely, minimizing disruption to production and ensuring PCs no longer need to be sent across Poland to be fixed.

Challenge

With 20 plants and 400 users located across Poland, the five person IT team at Wienerberger required a solution to more efficiently support staff located in all areas of the business. Previously, should staff encounter an issue they would be required to send their PC, via courier, to the head office to be fixed by the IT team. This was not only time consuming and inconvenient but also proving costly. The team therefore required a cost effective solution in order to gain easy access to a problem PC regardless of where it was in the country.

Solution

With RealVNC software deployed, the IT team can now remotely assist sales, technical and logistics staff with IT problems irrespective of their location, eliminating system downtime and the inconvenience of sending PCs to the head office for troubleshooting. IT staff are also able to resolve issues with production machinery as soon as they arise, minimizing the impact of technical problems on output.

In addition, Wienerberger’s production staff are required to travel between the various plants to check progress and monitor production levels. RealVNC software allows staff to securely access servers located on any of the production lines in-between site visits, ensuring potential problems are dealt with immediately and delays are keep to a minimum.

Having tried other remote access solutions, RealVNC’s solution was primarily selected for its attractive pricing and speed of connection. IT staff were also impressed with the ease of use and robust security features on offer.

Wienerberger_side

“We produce products that require a close monitoring 24 hours a day. Having RealVNC remote access software allows us to remotely monitor and fix any problems quickly should they occur. RealVNC remote access software is proving extremely useful in allowing our small helpdesk team to support staff located at sites around the whole of Poland”

Nataniel Zielinski
IT Architect/IT Administrator

Future

RealVNC software has enabled Wienerberger to make significant time and cost savings, quickly becoming an invaluable tool for the IT team.

Download PDF

The post Wienerberger appeared first on RealVNC®.

]]> Western Energy https://www.realvnc.com/en/connect/customers/case-study-western-energy/ Mon, 07 Feb 2022 06:44:23 +0000 https://www.realvnc.com/?post_type=customer&p=3267 "RealVNC® remote access software is so simple to use, easy to deploy and a lot less cumbersome than other solutions we tried. It’s bulletproof!"

Michael Rath, User Support Analyst

The post Western Energy appeared first on RealVNC®.

]]>

Western Energy - case study

Reduce Cost

Decrease support call repeat rates, call handling time and on-site travel costs

Increase uptime

Avoid downtime with faster problem identification and resolution

Save Time

Reduce the need for specialized training and documentation for remote support

Company

Western Energy produces approximately 13 million tons of coal annually, that is used by several regional Utilities to generate electric power. Contributing to this output are the company’s Rosebud and Absaloka mines, both located in Montana, USA. The IT team at Western Energy wanted to be able to quickly assist office staff dispersed across the two large mining sites, with IT issues.

By deploying RealVNC remote access software, issues are now fixed remotely, allowing Western Energy to make the best use of its IT resources, solve IT problems more efficiently and keep coal production at capacity.

Challenge

The IT team at Western Energy provide IT support to 300 staff, spread over 25 miles, at its Rosebud mine and a further 200 staff, 40 miles away, at its Absaloka mine. With a small team of three, a solution was required to allow IT problems to be resolved quickly and easily, without the need for time consuming desk-side visits. It was essential that the solution helped keep system downtime to a minimum to ensure production was not affected.

Solution

With RealVNC remote access software deployed across both sites IT problems can now be resolved remotely, be it an error in the internal business system used in the accounting, inventory and human resources departments, or an issue with email servers. The ability to instantly and securely access staff PCs remotely from their desk has resulted in significant time and cost savings for the IT team. Time previously spent travelling around, and between, the mine sites is now used more productively elsewhere.

The IT team is also responsible for the systems controlling security including electronic gates at the mine sites. Any problems that needed troubleshooting would previously have required the on call IT technician to travel to the site in order to resolve the issue. RealVNC software enables IT technicians to connect in and resolve IT support requests raised by the security team from home, eliminating the need for inconvenient travel out of office hours.

Western Energy Left

“RealVNC remote access software so simple to use, easy to deploy and a lot less cumbersome than other solutions we tried. It’s bulletproof!”

Michael Rath
User Support Analyst

Future

After evaluating other remote access solutions RealVNC remote access software was chosen for its speed and simplicity. In addition, the IT team found the software very easy to deploy using the VNC Deployment Tool. IT staff at Western Energy are delighted with the contribution the software is making to their work.

Download PDF

The post Western Energy appeared first on RealVNC®.

]]> University of Miami https://www.realvnc.com/en/connect/customers/case-study-university-of-miami/ Mon, 07 Feb 2022 06:36:27 +0000 https://www.realvnc.com/?post_type=customer&p=3249 "RealVNC® remote access software has decreased the amount of downtime when our onboard systems do not perform properly, allowing us to increase the amount of time sampling."

Marc Peters, Technical Support

The post University of Miami appeared first on RealVNC®.

]]>

University of Miami - case study

Reduce Cost

Decrease support call repeat rates, call handling time and on-site travel costs

Improve quality

Provide engaging, real-time connections that improves employee and customer satisfaction

Increase uptime

Avoid downtime with faster problem identification and resolution

Company

Part of the University of Miami, the Rosenstiel School of Marine and Atmospheric Science, is one of the leading academic oceanographic and atmospheric research intuitions in the world. Instruments installed onboard several boats, which travel constantly around the world, make its research possible.

By deploying RealVNC® software to these systems, researchers can troubleshoot and maintain the systems from their laboratories, eliminating the need for personnel on each vessel.

Challenge

The Meteorology and Physical Oceanography department conducts research measuring hurricanes, climate, ocean modelling, clouds and mesoscale processes, and satellite remote sensing. In order to carry out these investigations equipment is installed on research vessels and small boats which are deployed across the Atlantic Ocean, Pacific Ocean and the Caribbean Sea.

This equipment needs to be regularly monitored and any problems that occur must be dealt with quickly and effectively so as not to reduce valuable research time. A solution was required to remove the need for a person to be physically present onboard in order to maintain such systems.

Solution

Previously when equipment failed a staff member would have to travel to the boat or wait for the equipment to be sent back to the research laboratory for repair. With RealVNC remote access software installed on the equipment, researchers are able to access the software to diagnose and repair issues remotely, at any time of the day.

In addition to the instruments on vessels, equipment is also housed at a number of remote research stations located around the world. RealVNC software is installed in the same way at these stations and extends the opportunities research staff have for collecting data around the clock, enabling real-time monitoring and maintenance.

Unversity_of_Miami_side

“ RealVNC remote access software has decreased the amount of downtime when our onboard systems do not perform properly, allowing us to increase the amount of time sampling. ”

Marc Peters
Technical Support

Future

Research staff are delighted that RealVNC software has drastically reduced equipment downtime affording them more time to collect data samples, without technical issues hampering their research efforts.

Download PDF

The post University of Miami appeared first on RealVNC®.

]]> The Jalousie Plantation https://www.realvnc.com/en/connect/customers/case-study-the-jalousie-plantation/ Mon, 07 Feb 2022 06:31:54 +0000 https://www.realvnc.com/?post_type=customer&p=3237 "Without RealVNC® remote access software we wouldn’t be able to multi-task as much as we do today in IT."

Shearvon Devenish, Information Systems Manager

The post The Jalousie Plantation appeared first on RealVNC®.

]]>

The Jalousie Plantation - case study

Reduce Cost

Avoid downtime with faster problem identification and resolution

Increase Uptime

Maintain and improve operations across the organization

Mitigate Risk

Leave less room for costly errors and reduce business risks

Company

Set within over 100 acres of rainforest, The Jalousie Plantation, Sugar Beach* offers luxury accommodation to guests visiting the Caribbean island of St Lucia. From housekeeping to front desk, Jalousie’s IT team are required to provide IT support to all staff. By installing ReaVNC® software to all computers located throughout the complex, the IT team can quickly provide remote assistance to staff without needing to travel around the site.

*Now known as Sugar Beach, a Viceroy Resort

Challenge

The Jalousie Plantation’s two person IT team provide helpdesk support for all staff on the complex. The IT team wanted to reduce the amount of time they spent travelling around the complex on the resort shuttle bus to resolve computer issues. The team required a solution that would enable them to offer more effective IT support and maintenance so that they could reduce downtime for staff and disruption to guests.

Solution

RealVNC remote access software has been deployed to all computers throughout the resort to allow the IT team to support staff remotely. This has led to a drastic reduction in downtime, as IT technicians no longer need to visit individual workstations in order to fix the issues that their colleagues are experiencing.

RealVNC software was chosen due to its easy-to-use interface and robust security features. In addition, the remote chat facility is particularly useful, as the IT team can communicate directly with staff members and let them know when and how the issue has been resolved. Being able to see how the IT technician is troubleshooting on screen in front of them is enabling resort staff to self-diagnose and fix recurring IT problems themselves.

The software has proven to be a vital solution for the resort with staff from all departments noticing how quickly the IT team can now resolve issues. More importantly, its benefits are also extended to the guests, as system downtime no longer affects the resort’s facilities, guaranteeing the most enjoyable experience possible at the luxury resort.

jalousie-plantation-resort

“Without RealVNC remote access software we wouldn’t be able to multi-task as much as we do today in IT .”

Shearvon Devenish
Information Systems Manager

Future

RealVNC remote access software contributed to optimize the use of IT helpdesk resources, minimize downtime and to reduce costs.

Download PDF

The post The Jalousie Plantation appeared first on RealVNC®.

]]> Telesat https://www.realvnc.com/en/connect/customers/case-study-telesat-canada/ Mon, 07 Feb 2022 06:27:07 +0000 https://www.realvnc.com/?post_type=customer&p=3225 "RealVNC® remote access software is such a valuable tool to us. I cannot even remember how we got along without it years ago!"

Wayne Hobbs, Satellite Control Network Analyst

The post Telesat appeared first on RealVNC®.

]]>

Telesat - case study

Reduce Cost

Decrease support call repeat rates, call handling time and on-site travel costs

Increase Uptime

Avoid downtime with faster problem identification and resolution

Mitigate Risk

Anticipate and prevent system failures and the risk associated with on-site service

Company

Managing satellites in space is no simple task, it requires 24/7 access to mission critical systems. Satellite fleet operator Telesat has 12 satellites in orbit around the world and manages an additional 13 satellites for third parties.

RealVNC remote access software gives the engineers direct access to mission critical devices located worldwide to view status updates and health data not only when they are in the office, but also while at home. This allows them to troubleshoot devices at a critical time when the difference of having to drive into work could be enough to lose a satellite in orbit.

Challenge

Telesat had a number of requirements for RealVNC software to fulfill, from remote monitoring of telemetry systems to supporting internal systems and 24/7 access to multiple remote sites around the globe to track the launch of a satellite, regardless of location. Underlying all of this was a need for cross-platform support, on both UNIX and Windows systems.

Solution

RealVNC remote access software was chosen for its cross-platform support. Engineers at Telesat can connect from a Windows PC in the office to the remote UNIX satellite control devices, enabling staff to securely access real-time information, as and when needed.

Telesat’s Satellite Controllers and Antenna Engineers use RealVNC remote access software from their Control Center to remotely connect to distant Control Systems when configuring or troubleshooting at various sites around the world from Spain and Austria in Europe to Brazil and North America. They can also connect to remote PCs which control the Antenna Drive Systems that keep a Satellite Dish pointed at the Satellite as it orbits the earth.

Telesat provides Transfer Orbit Services (TOS) support to companies around the world; delivering a data and communications network to customers when they launch satellites. This allows tracking of a satellite from launch to when it becomes parked in orbit.

FujifilmSonositeSIIPOCUltrasound2

“The remote access capabilities from the RealVNC software makes what we do simpler, so we can focus on the operations and the spacecraft and not worry about the connectivity.”

Wayne Hobbs
Satellite Control Network Analyst

Future

Thanks to the RealVNC software, it has now become possible to remotely access these networks – and since these missions are 24/7 for many days, having remote access has been hugely beneficial for staff. Remote access allows engineers to simply troubleshoot devices at critical times, when the difference of having to drive into work could be enough to lose a satellite in orbit.

Download PDF

The post Telesat appeared first on RealVNC®.

]]>