The IT Hat Trick – A GoToAssist Customer Success Story

Caps flying into the Nashville Predators' rink as Jason Arnott scores a hat trick. Photo courtesy of Casey on Flickr

Caps flying into the Nashville Predators’ rink as Jason Arnott scores a hat trick. Photo courtesy of Casey on Flickr

The 2013-14 NHL season is just 3 weeks old but premier hockey players like Tomas Hertl of the San Jose Sharks (4 goals in 1 game) and Steven Stamkos of the Tampa Bay Lightning have already pulled off the superior feat of a hat trick.

As all NHL fans know, a hat trick occurs when a player scores three goals in a single game. Fan approval for this superior achievement is demonstrated by the flinging of baseball caps, ski hats and assorted debris onto the rink.

What’s the equivalent of a hat trick in IT support?

An IT Hat Trick?Trevor Benson, president of A1 Networks, makes the case that it’s when 3 support tools work so well together it’s like watching a well-oiled hockey team making its attack on the opposed team’s goal.

Headquartered in Santa Rosa, California, A1 Networks provides technology solutions and ongoing support for customers in the San Francisco Bay area. The company offers managed IT services, virtualization and cloud solutions, unified communications and co-location services.

Benson and his team implemented the 3-module toolset of GoToAssist, which enables the delivery of rapid remote support, streamlined helpdesk workflow and ticket management and the monitoring of IT networks and connected devices ‒ all from one easy interface.

“We replaced three separate products with GoToAssist Remote Support, Service Desk and Monitoring,” Benson reported. “The integration makes it more efficient to move from one area of functionality to another, speeding up our processes.”

But efficiency comes not just from the ease of quickly shifting from one GoToAssist tool to another because of seamless integration. It also derives from a combined toolset notes Benson, in particular enhanced visibility into workflow and into tech issues and their resolution.

“The combined functionality provided by GoToAssist Remote Support, Service Desk and Monitoring gives us valuable insights into our customers’ IT systems, including issues, as well as the productivity of our team and our business operations.”

A1 Networks Case StudyIn addition, integration enables automation. The notes from each support session and also a recording are saved back to the ticket of the help desk software. No more painful duplication of records. And alerts from the GoToAssist monitoring module can trigger helpdesk ticket, automatically assigning a technician to investigate and resolve the issue.

To learn more about how Benson and his team at A1 Networks successfully deployed GoToAssist read the case study.

It’s tools working perfectly together, like effective teamwork, that enables IT support teams to score a hat trick every session.

2 thoughts on “The IT Hat Trick – A GoToAssist Customer Success Story

  1. Loved the way you correlated NHL (I’m a fan!) and IT (and an IT professional), really!. 3 Tier integration (like you explained for GoToAssist) does really appear to be something new. In absence of such well-integrated systems, it’s IT support engineers or technicians, who need to act smartly, and swiftly to monitor, detect and resolve day to day issues. Human effort is still required but a smarter system makes it easy to keep customers happy and satisfied, right?

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