Micro-2 Inc - case study
Reduce Cost
Decrease support call repeat rates, call handling time, and on-site travel costs.
Save time
Troubleshooting is quick and efficient
Improve quality
Provide engaging, real-time service that improves employee and customer satisfaction
Company
Micro-2 Inc. is an Alabama-based tech support company with 30 years of experience in providing high-quality IT support. Their mission statement is to support small businesses and the local community by offering a level of support comparable to an in-house IT department, both remotely and on-site.
Micro-2 represents many top-tier hardware and software vendors, including Lenovo, Dell, Cisco, Microsoft, HP, NEC, Canon, Intel, RealVNC, Tandberg Data, TrippLite, and CyberPower. Their experience with these large, reputable brands provides their clients top-shelf reliability, performance, and manufacturer support.
Challenge
Micro-2 was looking for a single remote access solution that would allow them to support their clients remotely and control a large range of operating systems and devices. In addition, to meet their needs the remote access solution of choice needed to include a singular command console, easy connection groupings, minimal client footprint, and easy and hassle-free install for the clients.
Solution
When RealVNC released VNC Connect, Micro-2 decided to purchase an enterprise licence offering both direct and highly secure cloud connectivity. This allowed them to consolidate their remote access strategy to support their clients remotely regardless of location using only one product.
The team at Micro-2 was very pleased with all the features and the security provided by VNC Connect, and with the personalized support offered by the RealVNC Sales Team. They also decided to add the instant support capability to their subscription as soon as the functionality became available.
Instant support was deemed particularly helpful, as the capability allows their IT technicians to set up an instant support session without any software deployment required for the end user clients. With instant support, their clients only need to download a small, disposable app that can be deleted once the session is completed, minimizing the hassle.
Micro-2 found a VNC Connect subscription with device access and instant support capabilities very cost-effective, as it allowed them to significantly reduce time and travel costs and support a wide range of devices. Passing on the cost of RealVNC to their clients was not difficult, as they also found the cost per seat very reasonable.
“Using VNC Connect helped us increase our productivity when providing remote access support to our clients. It’s never been better!”
B Glen Cleveland
President
Future
The Micro-2 team is extremely pleased with VNC Connect as their remote access solution of choice and is planning on renewing their licenses for the foreseeable future.
