Solving critical IT issues in minutes: How Neurealm uses Zoho Assist for instant remote intervention
The Company
Neurealm (formerly GS Lab | GAVS) is a technology company specializing in engineering, modernization, and RunOps. With over 250 clients globally and diverse technical expertise, Neurealm Labs helps transform forward-thinking ideas into real-world solutions.
The Challenge
Neurealm was previously using LogMeIn Rescue to provide remote support for internal users. However, when their license expired, it prompted the team to reassess their needs. While evaluating alternatives, several challenges became evident:
- Frequent slowness and delays while connecting to remote systems
- Delayed connection time, particularly for users outside the hospital network
- Complexity in deployment and lack of visibility into session reports
- Higher costs for license renewals and agent installations
As the team supported critical healthcare operations during business hours reliability, speed, and ease of use were non-negotiable.
The Solution: Zoho Assist
After exploring several tools, Neurealm selected Zoho Assist due to its user-friendly interface, secure connections, and seamless setup. According to the team, even first-time users could navigate the tool without training.
With a team of 12 technicians providing remote IT support for over 150 internal employee requests daily, Zoho Assist quickly became central to their operations. On average, the team now uses it for 15–20 troubleshooting sessions per day—especially for complex issues involving applications, system errors, or remote deployments.
Key features that added value to Neurealm's support:
- Unattended access:Technicians could connect to systems even after hours, facilitating remote deployments and scheduled maintenance without user intervention.The user-friendly interface allowed Rose City Tech to monitor all devices at a glance and connect to any device instantly.
- Remote tools panel:Access to Device Manager, Command Prompt, and program control helped speed up diagnostics without navigating through multiple screens.
- Agent deployment utility:Built-in tools allowed them to push installation agents instantly to additional systems as needed, reducing the overall setup time.
"The interface is extremely intuitive. Any technician—whether new or experienced—can use Zoho Assist without formal training. It’s secure, simple, and gets the job done efficiently.”
The impact of Zoho Assist
Zoho Assist enabled a marked improvement in Neurealm's daily support operations:
- Faster IT support sessions:Remote session duration per session dropped from 8 minutes to just 3–4 minutes.
- Enhanced productivity: Faster connections and pre-installed agents allowed the team to handle more sessions efficiently.
- Centralized remote support:Replaced the need for separate tools for on-premise and remote users. Now, both hospital and external systems are supported using Zoho Assist.
- Improved audit readiness:The reporting module enabled tracking of agent-to-device connections, session history, and activity logs—critical for internal audits. Cost savings:Zoho Assist came at an affordable price point compared to their previous solution, without compromising on features.
“Unattended access and remote tools are game-changers for us. We can push commands, troubleshoot devices, and even deploy agents—all without the end user having to be present. It saves a lot of time.”
- IndustryIT Services and IT Consulting
- TypePrivately owned
- Employees1,001-5,000
Looking forward
Zoho Assist has become an essential remote support tool for Neurealm. Its user-friendly interface, robust backend tools, and seamless unattended access capabilities make it ideal for a 24x7 support model. The team is now better equipped to troubleshoot and resolve issues quickly, with greater control and transparency.
