Reducing Costs while Ensuring Customer Satisfaction

COVID-19 has revolutionized the way we work across a large variety of industries, including the printing industry. While many businesses were faced with the obligation to go remote, some did it voluntarily to increase profits by reducing operational costs. This was the case for Munster Business Equipment who turned to Splashtop SOS to remotely support its users.

While looking at ways to reduce operational costs, Munster Business Equipment Sales Manager Darach Meade, noticed an increase in operational costs caused by a surge in on-site customer visits for printing and scanning issues.

These were unnecessary visits because a lot of the issues could be resolved without traveling to the customer. “Unlike hardware repairs which have to be done onsite, printing and scanning related issues can be handled remotely,” said Meade.

Since these site visits were unnecessary, they resulted in unnecessary costs. So, Darach started looking at remote support software solutions to reduce this cost, while ensuring Munster Business Equipment continued to provide great tech support to customers.

Darach started exploring remote support tools like TeamViewer and LogMeIn at first but decided to continue looking. “We found these far too expensive and not user-friendly” said Meade.

Darach continued his search until a company similar to Munster Business Equipment highly recommended Splashtop SOS. He tried Splashtop SOS, and was pleasantly surprised with its ease of use, features, and low cost compared to TeamViewer, LogMeIn, and other similar tools:

*TeamViewer and LogMeIn US Dollar and Euro prices from their website November 2020. Prices may vary by country.

Implementing Splashtop SOS was effortless. “The onboarding was very simple after the Splashtop app was downloaded on our engineers’ laptops, and we are now able to manage 500 machines remotely,” said Darach. While these machines are mainly Windows machines, Splashtop SOS also allows Darach and his team of 6 support technicians to support iOS devices.

“Splashtop allows us to remotely support hundreds of customers, and without it, we would have continued to do on site visits for calls that could be done remotely, resulting in a less profitable service department,” said Meade. He adds: “I am very happy, and I would highly recommend Splashtop for ease of use and price,” said Darach.