PROTIS IT Solutions 7212 McNeil Drive Austin, TX 79729 www.Protis.com
INTEROFFICE COMMUNICATION
TO: S. Palubra, Head of IT Department
FROM: J. Landess, IT Manager
DATE: October 23, 2011
SUBJECT: DEVELOPING NEW SOFTWARE TO ASSIST CUSTOMER SUPPORT
The purpose of this memo is to focus on three reasons why the IT department should adopt a new method of dealing with long distance technical support using virtual network controller software (otherwise known as VNC). Having our clients use a VNC for support will allow our IT support team to view the client’s pc and interact with it.
SUMMARY
VNC software runs on the client’s machine and allows secure methods of fixing problems on the client’s pc. Three reasons why we should implement this software into our current customer service program include: 1. Our customer support team will save time dealing with each customer’s problem. 2. Customer satisfaction will increase after implementation. 3. The software will cost very little to develop.
DISCUSSION
Currently when a client needs support for a problem (examples include: client cannot access email, ftp, or other services we provide) they must call or email our IT department and wait for a reply. Using a VNC, we can skip a step of our current process. We no longer will need to reply and wait for further replies. To start this process, we first deploy the VNC software to the client’s machine. They can still email us, but we now require them to fully state