Remote IT Support and 6 Benefits of Cloud-Based Systems

The recent shift to remote work demands new business process and management solutions to maintain streamlined operations. With more people accessing business information, apps, and service functions remotely than ever before, cloud-based systems have emerged as the ideal location-independent solution.

Cloud-based applications and systems eliminate the need to be on-site, since employees have real-time access to company systems from anywhere, at any time. It also does away with cumbersome CD downloads or installations and provides flexibility, availability, and improved responsiveness among distributed offices, no matter where they are.

Cloud-based systems cut costs and streamline operations; at the same time, employees also benefit from faster services, such as remote IT support.

Gartner predicts worldwide end-user spending on public cloud services will reach nearly $500 billion in 2022. That’s a 20.4% increase from last year! But how can making the switch to a cloud-based system benefit your business? How might it enhance services like remote IT support for your staff? What benefits are you missing out on?

1. Cloud-Based Systems are Cost-Efficient

Although switching to cloud computing comes with an upfront cost, it will save you time and money in the long run.

Cloud-based services generally operate on a software-as-a-service (SaaS) model. This means that instead of constantly purchasing new (and pricey) equipment and systems for your business, you only pay for software as you use it. System upgrades, new software, hardware, and maintenance all generally come with the SaaS contract, reducing operating costs.

Since SaaS cloud infrastructure runs on a pay-as-you-go basis, you can easily scale storage space and features up (and sometimes down) as needed. This typically means you’ll only pay for what you actually use.

2. Secured and Encrypted Data

Cloud services also reduce the need for independent data security systems, since the SaaS model comes with its own internal—and quite robust—protections. These solutions come with cybersecurity front of mind, and encrypt data to safeguard information from unauthorized access.

Operating on a shared-responsibility model, cloud service providers guarantee overall cloud safety while giving users the freedom to implement further safety measures—such as user permissions and adjusting default settings—as they wish.

Cloud-based software also provides off-site backup for all company data, to make data recovery a breeze. Instead of spending a small fortune on expensive recovery systems, you can just re-upload from the cloud.

Many users feel that, although sometimes necessary, multiple logins and additional security steps are frustrating and time-consuming. Rather than scattering your information across multiple platforms and servers—and arranging security for each—a cloud solution lets you concentrate your data in one secure location. For example, since it’s authenticated by the integrating platform (such as Salesforce or ServiceNow), a cloud service like ScreenMeet simplifies security without compromising data. This means full security—with only one login required.

3. Hassle-Free Updates

Constantly waiting on system updates to install—and forcing your IT department to schedule manual organization-wide updates—is a time-consuming and costly hassle. Depending on your SaaS provider, a cloud-based service will generally include automated updates for your business's remote IT support requirements at no extra cost. The system should regularly upgrade with the most recent technology, including the latest software version, server improvements, and enhanced processing power.

These automatic updates by the service provider save your IT department time and effort, instead of updating the whole organization manually—especially in a decentralized office model. It also eliminates the hefty costs of having to purchase software, as well as hiring external IT consultants to perform maintenance initiatives.

4. Increased Collaboration and Quality Control

Inconsistent reporting and poor communication can be the death of a business. Silos of independent data tucked away in each department keep teams from communicating with one another and stifle collaboration. The goal of any business—especially in a remote setting—is to arm team members with all the (accurate) data possible. But what if you can centralize your data collection and quality control, even while you decentralize your office?

Cloud-based systems store all your documents in a single hub, in one format. With so many employees accessing the same information, this concentration ensures consistent data sharing, reduces human error, and permits access to unambiguous records, revisions, and updates. Employees all have access to the same formats and versions of documents, which minimizes confusion and setbacks.

By extension, your remote IT support team can offer more consistent help and share information clearly without the risk of relaying contradictory or confusing messages, instructions, or data. Everyone stays on the same page, facilitating streamlined communication and workflow.

Your remote IT support team can also pinpoint recurring problems and issues that generally come up or cause unnecessary work delays. With improved cloud collaboration, you can address these issues across departments to educate employees or newcomers regarding uncomplicated, easily-avoidable issues, saving everyone time and energy.

5. Mobile, Portable, and Flexible

It’s been clear that remote and hybrid work setups, once a necessity of early Covid-19, are here to stay. Along with these setups comes a reconceptualization of the way we run the workplace. Remote IT support, data sharing, and accessible data storage solutions that are mobile, portable, and flexible are more important than ever before.

Even if they’re not strictly working from home, today’s workforce is out-of-office and on the go all the time. They need access to data on the fly. Many of the 2.6 billion smartphone users around the world are conducting business right from their devices. Cloud computing offers these users secure access to corporate data on mobile devices like smartphones, laptops, and tablets; team members on the move can now share and receive files, documents, and important information wherever they are. This instant access helps traveling staff, sales reps, freelancers, and remote employees work more efficiently, enhancing productivity for better business operations.

And when it comes to needing assistance, mobile-first cloud design makes remote IT support location-independent. Support staff from anywhere can assist team members anywhere—or even when on the move. This reduces delays in business operations, as well as information breaches and data security risks.

The ability to access work-related information and remote IT support from anywhere can also enhance employees’ work-life balance! Rather than staying chained to a desk, they can attend their child’s baseball game or go to the doctor while keeping up to date.

6. Easily Scale Your Operations

One of the best advantages offered by cloud-based systems is scalability. Cloud systems allow businesses to operate through highs and lows without having to constantly reconfigure networks and install more servers. This gives you the freedom to innovate and adapt faster—staying one step ahead of the competition.

Cloud-based systems can offer extra storage, bandwidth, and user features in an instant, without a complex and costly overhaul to upgrade IT infrastructure. Similarly, if you need to downscale due to reduced requirements, a SaaS-model cloud system lets you minimize spending on features you don’t need or use. You can quickly mobilize a new workforce across numerous locations—a process that would otherwise be lengthy and costly to execute.

When undergoing large-scale growth and hiring, cloud-based remote IT support minimizes the need to hire, onboard, and train IT talent simultaneously. By simply increasing your platform allowance to match support usage requirements, you can cater to more users almost instantly. Since your remote IT support partner already understands typical user issues and the user environment, you don’t waste any time.

Scalability at Its Best

To see just how helpful cloud systems are in scaling your business, look no further than the Ontario Teachers’ Pension Plan (OTPP).

Though based in Toronto, OTPP has offices around the world, including New York, London, and Singapore. As these employees pivoted to remote or hybrid setups in March 2020, OTPP found they needed a remote IT support partner that could help agents connect to user devices, resolve issues, and even reboot devices while remaining connected.

Since partnering with ScreenMeet, OTPP’s first call resolution rate has increased by 10%, and case reopening rates have decreased by 25%. The organization can now also support machines beyond their domain, facilitating a 50% faster new hire setup time.

“To be able to reboot a machine and stay connected to that machine as it came back online was a real game-changer for us,” says senior manager Waqas Mahmud. “The number of tickets being reopened has significantly dropped, so the user experience is greatly enhanced.”

With an overall improvement in ServiceNow ticket logging and use as well as significant annual operational savings, ScreenMeet has helped OTPP increase its IT help desk efficiency and elevate new employee onboarding.

Take Your IT Support to The Cloud with ScreenMeet

Your business has limited time and resources to divide between operational responsibilities. The demands of inefficient IT solutions, data storage, and computer matters take away from your ability to thrive as a business and reach your goals. You can’t afford to let your data management and IT fall by the wayside—but you also can't ignore your staff and customers. No business can grow to its full potential with frustrated employees and unsatisfied clients.

Covid-19, and the post-Covid world we’re still piloting through, have only further complicated matters. Video calls have replaced boardroom meetings, eCommerce has supplanted in-store shopping—and back-end IT support teams have also had to adapt to the times. Employees now need remote IT support, as opposed to having someone on-site to pop over to their desk.

This is where a cloud-based solution like ScreenMeet can help your company. ScreenMeet lets you easily resolve complicated IT problems by seamlessly switching between video chat, cobrowse, screen share, and remote takeover. This creates an effortless user experience for the IT professional, as well as for employees receiving support. The in-platform features are designed to support hybrid and remote work environments, regardless of location.

Contact ScreenMeet to discover a secure and cost-effective solution to faster remote IT support services, improved efficiency, and happier employees today.