With the continuous development of information technology, the digital transformation of enterprises and institutions is also deepening. In this process, digital authentication service has become a kind of rigid demand. It ensures the security and integrity of information transmitted online, and is an indispensable part of the construction of contemporary online business system for enterprises and institutions.

In this context, professional digital certification service providers began to show value in the market, and in the process of constantly helping customers to build digital certification solutions, if the implementation of professional remote technical support has become one of the important topics.

Case Background

An enterprise in Hunan is a professional digital certification service provider, committed to providing customers with a variety of digital certificate certification solutions, as well as value-added telecommunications information services.

Recently, in order to better provide services to customers, the company plans to build a professional and efficient remote technical support platform. After comparison, the company chooses to introduce a Aweray Awesun technical support solution and use this as the core to provide customers with professional remote technical support services.

Core Requirements

In this case, the enterprise's requirements for remote technical support solutions are as follows:

● The remote control service itself is stable and efficient, with rich functions

● Effective management of remote control

:: Building a platform-based requirements management system in addition to the properties of remote tools.

In response to the above core requirements, the enterprise finally chose Awesun technical support solution and built a technical support system service with "seat members" as the smallest unit and professional work order system as the platform.

Awesun Scheme Advantages

The technical support solution provided by Awesun has many highlights in this case, including the following:

● Easily build a system with "seat members" as a unit

The basic unit of the Aweray Awesun technical support solution is the "agent member". The main account held by the enterprise can have multiple independent account accounts of seat members, and these "seat members" can be assigned to after-sales service personnel or groups to provide technical support services to customers.

For front-line service personnel, the remote control method initiated by the Awesun technical support solution adopts the identification code quick access mode of "one party initiates and one party accepts", which can quickly initiate remote assistance. The scheme supports a large number of identification code comments. For customers who need long-term service, there is no need to find the corresponding identification code each time. Historical customer identification codes can also be imported into the platform in batches, with one-click migration, and customer management has no burden.

● High-efficiency remote control tools, related functions with rich and practical

Awesun remote control supports Windows, macOS, Linux, Android, iOS and other systems with clear picture quality and extremely low delay. At the same time, the Awesun technical support solution adopts exclusive enterprise remote control channel to ensure stable and smooth remote control.

In the process of remote control, the Awesun is also equipped with diversified auxiliary functions, including several file transfer functions: "file transfer", "direct drag and drop", "folder mapping", etc. These functions can be used to transfer all kinds of files, such as various software patches commonly used in after-sales technical support, etc.

● Provide SOS installation-free version to support customization and reduce customer burden

If the customer does not have any Awesun software installed and is unwilling to install it, the connection can also be quickly established by sending the customer a customizable SOS version of the installation-free software. This version does not rewrite any registry information. At the same time, after the SOS version is opened, customers can submit work orders with one click. The work orders are automatically accompanied by relevant equipment information, thus reducing the cost of secondary communication.

● Integrate professional work order platform and build professional service system

If there is no perfect work order circulation system, the customer's demand cannot be smoothly and efficiently circulated, and the processing progress cannot be viewed in real time, then customer satisfaction will be reduced. Faced with this pain point, the Aweray Awesun technical support scheme integrates the professional work order system, realizes the integration of the work order management platform and remote control tools, and completes the business closed loop.

The Awesun technical support scheme is deeply integrated with the easy-to-maintain work order system, and the remote control ITSM platform works together to form an integrated business system of customer service agents and remote support, effectively empowering enterprises with the following capabilities:

1.The client submits the work order with one click and automatically uploads the basic information of the equipment.

2.The work order interface will adjust the control end and directly locate the target equipment to improve service timeliness.

3.Stable circulation of work orders and support SLA quality control

4.customer service orders, customer satisfaction and other statistical analysis

In terms of the implementation of the specific scheme, the Awesun team embeds the easy maintenance work order initiation portal into the Awesun software client, and after the work order is submitted, it enters the easy maintenance help desk system for automatic circulation and assigns it to the corresponding technical support service personnel.

Summary and evaluation:

After-sales technical support service is an extension of sales behavior, especially for the digital certification service provider in this case, given the particularity of digital certification services, the importance of remote technical support is greatly increased, and Aweray Awesun provides a high-quality remote solution for the enterprise. At present, the scheme has been officially put into use and continues to create significant value for the case enterprise.

As a national-level remote control brand, Aweray Awesun has been deeply engaged in the field of remote connection for 19 years. China has more than 0.1 billion registered users, more than 1.2 million enterprise customers and more than 2 billion access devices. At present, many leading enterprises have chosen the remote control scheme for Awesun enterprises. At the same time, Aweray Awesun and Shanghai Software Industry Association jointly released the first group standard for the remote control industry, accelerate the application of remote control software technology in a wider range of scenarios in the future.