Rajah & Tann Singapore - case study
Reduce Cost
Decrease support call repeat rates, call handling time and on-site travel costs
Save time
Troubleshooting is quick and efficient
Improve quality
Provide engaging, real-time service that improves employee and customer satisfaction
Company
Rajah & Tann Singapore LLP is a leading full-service law firm in Singapore, and one of the largest in South East Asia. They are a member firm of Rajah & Tann Asia, one of the largest regional networks bringing together leading law firms and over 700 fee earners in nine Asian countries.
Each firm offers the highest standards of service to locally-based clients, while collectively having the capability to handle the most complex transactions, and providing excellent legal counsel across the region. The Singapore firm’s geographical reach includes Singapore-based regional desks dealing mainly with South Asia and Japan.
Challenge
With only a few IT support analysts supporting their 600 users, who are located across their large office, Rajah & Tann Singapore needed a reliable remote access solution to resolve IT-related issues. Given the limited size of their IT support team, the chosen solution needed to be easy to deploy and manage, and able to support a wide range of platforms.
Solution
After evaluating multiple remote access products, Rajah & Tann Singapore found that VNC Connect fulfilled their requirements, and chose the software because of its ease of deployment, low maintenance, and cross-platform compatibility.
VNC Connect was initially piloted across only a few departments, but after confirming that the software met the criteria, it was rolled out to the entire firm. With VNC Connect, the firm’s tech team was able to provide effective remote support to PCs and Apple computers from desktops and mobile devices.
Rajah & Tann Singapore found the connectivity to remote desktops fast and easy, allowing their tech staff to resolve issues quickly and efficiently. At the same time, end users could further benefit from VNC Connect by watching the troubleshooting steps that were taken to resolve the problem in real-time.
The VNC Connect software consumes very little PC resource, and with the ability to chat with end users during a remote session, the IT team can successfully resolve 95% of the issues that the user is facing. With VNC Connect, the success rate is considerably higher compared to physical on-site troubleshooting.
“ VNC Connect gives us the ability to extend our technical support out to users who are not in the office. This comes in handy when lawyers are travelling or working from home and having issues with their PC or applications.”
Ong Ba Sou
Information Systems
Future
Following the successful deployment of VNC Connect in the Singapore firm, Rajah & Tann is planning to roll out VNC Connect to other regional offices to streamline their IT tech operations.
