Boosting Efficiency and Cutting Travel: The Remote Support Revolution at JJB Collaborative IT Solutions
The Company
JJB Collaborative IT Solutions is an independent, owner-operated IT support company that provides comprehensive technical support to small businesses and individual clients. With over 20 years of experience in the field, the company acts as an outsourced IT department for many of its customers: offering on-demand remote support, scheduled remote sessions, and on-site assistance when required. The business prides itself on being highly responsive, efficient, and adaptable, ensuring clients receive reliable support exactly when they need it.
The problem
Before adopting Zoho Assist, the company was highly dependent on on-site visits and traditional unattended remote access tools. While they could serve long-standing customers well, this approach had a number of limitations that made it harder for the business to grow.
Only clients who already had the company's remote software installed could receive remote support, and an initial site visit was required before they could address any issues. This often meant prospective clients had to wait for the next available appointment and any delays caused by travel time.
The JJB team was also finding that many of the different remote tools in use throughout the company were gradually became more expensive, with higher subscription fees and sometimes awkward user experiences. Finding a secure, cost-effective, cross-platform, and easy-to-deploy remote support solution became imperative to streamline operations and scale the company's ability to deliver instant support to customers.
The solution: Why Zoho Assist was the perfect fit
Zoho Assist provided the ideal combination of usability, affordability, and flexibility for JJB. The standout feature that first attracted the company was ad-hoc remote support, which allowed technicians to assist new clients immediately, without any pre-installed software or long onboarding process.
With Zoho Assist, JJB Collaborative IT Solutions gained:
- Reliable ad-hoc sessions for real-time, on-demand support
- Unattended access licenses included at no additional cost
- A secure, stable, and cross-platform environment suitable for supporting diverse client systems
- Simple session initiation that makes it easy for non-technical users to join
- Predictable and cost-effective pricing compared to other providers
Already familiar with Zoho’s ecosystem for email and other services, the company found it easy to adopt Assist and integrate it into its daily workflow.
“Zoho Assist is secure, stable, and incredibly easy for customers to use. Its ad-hoc support features and unattended access licenses included in the product make it the most efficient, cost-effective remote support solution I’ve used.”
Benefits
Zoho Assist brought about a paradigm shift for the organization. JJB Collaborative IT Solutions has transitioned from primarily providing on-site services to focusing on its remote support business, making it more efficient and more profitable.
Since travel time has been eliminated for most issues, the organization is able to resolve more support queries in a shorter period and address urgent matters within minutes. Assist's remote support capabilities also allow JJB's team to serve customers who are unable to set up unattended tools on-site due to security or financial considerations.
Moreover, the reliability and user-friendliness offered by Zoho Assist made it easier for customers—who are often overwhelmed with tech problems—to get help with remote sessions.
- IndustryComputer Consulting Services
- TypePrivately owned
Zoho Assist empowered JJB Collaborative IT Solutions to upgrade its support services and adopt a remote-centric approach that has boosted productivity and eliminated downtime. The platform's reliable ad-hoc sessions, unattended access feature, compatibility, and cost-effectiveness have made it an integral solution for providing fast, secured, and customer-centric remote support services.
