CUSTOMER STORY
When member savings banks hit errors on the shared business systems or security modules provided by the federation, central support staff inspect the environment remotely. Differences in each bank's PC configuration are identified quickly and triaged as either a shared incident or a local environment issue.
BACKGROUND
Differences in security policy and PC environment across member companies concentrate shared-system inquiries at the federation.
Shared incidents must be separated early from member-specific environment issues so that announcements and individual fixes can run in parallel.
SCENARIO
Inquiry ID and consent record
Session ID and agent record
Issue classification and resolution log
Approval, handoff and change records
When member savings banks hit errors on the shared business systems or security modules provided by the federation, central support staff inspect the environment remotely. Differences in each bank's PC configuration are identified quickly and triaged as either a shared incident or a local environment issue. Shared incidents must be separated early from member-specific environment issues so that announcements and individual fixes can run in parallel.
OPERATION
PERFORMANCE
The internal and member support scope, consultation coverage, connection paths and agent groups are defined.
AnySupport is deployed for PC environments and the operating scenario is validated against the most common inquiry types.
Consultation data is analyzed around the first-contact resolution rate for member companies and the time to detect shared incidents, and the standard resolution playbook is expanded.
We'll propose a remote support model tailored to your industry, users, and security policy.
The questions we hear most often before teams roll it out.
An enterprise remote support solution: agents connect to a customer’s PC or mobile screen to see the problem and fix it directly. Around 7,000 companies across finance, public sector and manufacturing have used it over 27 years.
The installed edition puts a dedicated program on the agent’s PC and adds advanced features such as file transfer and session recording.
Web remote support (Web Viewer) starts from a browser sign-in with nothing to install — ideal for agents moving between PCs in the field or at home.
The customer opens the access page and enters the 6-digit code the agent gives them. Send the session link by email or SMS and they can connect with a single click, no code required.
Yes — PC remote support, mobile remote support and video support (seeing the site through the customer’s phone camera). Mobile remote support requires the dedicated app on the customer’s device.
Every session issues a fresh access code, and screen control begins only after the customer approves it. Every session is logged with reports, case counts and status for administrators to review.
Start the 15-day free trial to use it in your own environment. If you just want to see the flow first, the Web Viewer interactive demo needs no installation at all.