The #1 remote support solution in Europe is now making a splash in North America. In a briefing last week, NTRglobal, whose headquarters are in Barcelona, said they are getting more visibility on this side of the pond for their hybrid remote/proactive support solutions, and with a recent round of funding (€22 million/$34 million–oh, how the dollar has fallen) they [...]
Archive for July, 2008
NTRglobal: More Than Just Remote Control
July 31, 2008Is your remote control security bullet-proof?
July 31, 2008When it comes to remote control, I always say “Convenience overrides paranoia,” meaning that customers will get over their paranoia at having a stranger accessing their system when they see the value that comes from using remote control (faster and easier problem resolution) . But for this to work, you need to make sure that [...]
From the WSJ: Outsourcing Suppliers Ranked by Client Satisfaction
July 16, 2008I pride myself on providing useful, actionable information to association members, but there is one area where everyone has questions and I don’t always have answers: outsourcing providers. During my time at Forrester I published some reports on best practices for outsourcing IT and service desk operations (co-written with Robert McNeill and Bill Martorelli), but [...]
ClickSoftware brings real-time field scheduling to utilities, telco, tech and now…The Olympics!
July 15, 2008Field service scheduling has come a long way since the days of printing out a route sheet at the beginning of the shift with the field tech’s entire day already planned. In preparation for various Green Support projects I have in the hopper for Fall, I had an update briefing today with ClickSoftware, whose solutions are [...]
Threatening Customers–A Poor Tactic to Raise Customer Satisfaction
July 8, 2008I took my car in for a 20k service visit last week. And just as winter comes after fall, a week after my service appointment, The Letter appeared in my mailbox. You know what letter I mean–all dealerships use them now to cajole, if not threaten, customers into giving them high marks for satisfaction. “Thank you [...]
