Case Studies Providing Technical Support and Training for Mobile Users

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	Providing Technical Support and Training for Mobile Users

Providing Technical Support and Training for Mobile Users

Applicable Industries	Oil & Gas
Challenge	With more than 1,600 employees across six countries, to support workers’ mobile needs, a new remote solution was needed. The old solution depended on phone support was time imprecise and time-consuming. Six NuStar technicians support 300 employee smartphones and 300 servers, so efficiency and speed are essential. Read More
About Customer	NuStar Energy is one of the largest asphalt refiners and marketers in the U.S. The company employs more than 1,600 employees at facilities in six countries. Read More
Customer Name	NuStar Energy Read More
Solution	NuStar signed up for a free trial of LogMeIn Rescue. It became clear that Rescue could radically improve NuStar’s remote support for mobile capabilities. The firm can now resolve most smartphone-related issues quickly and easily, without confusion. Software Components - LogMeIn Rescue Read More Log in to view content
Data Collected	Asset Status Tracking, Customer Satisfaction Score, Data Security, Equipment Status, Support Tickets Read More Log in to view content
Contents

Applicable Industries

Oil & Gas

Challenge

With more than 1,600 employees across six countries, to support workers’ mobile needs, a new remote solution was needed. The old solution depended on phone support was time imprecise and time-consuming. Six NuStar technicians support 300 employee smartphones and 300 servers, so efficiency and speed are essential.

About Customer

NuStar Energy is one of the largest asphalt refiners and marketers in the U.S. The company employs more than 1,600 employees at facilities in six countries.

Customer Name

NuStar Energy

Solution

NuStar signed up for a free trial of LogMeIn Rescue. It became clear that Rescue could radically improve NuStar’s remote support for mobile capabilities. The firm can now resolve most smartphone-related issues quickly and easily, without confusion. Software Components - LogMeIn Rescue

Data Collected

Asset Status Tracking, Customer Satisfaction Score, Data Security, Equipment Status, Support Tickets

Impact #1	[Process Optimization - Remote Control] Real-time visibility, monitoring, and control of equipment improves asset and resource efficiency.
Impact #2	[Efficiency Improvement - Labor] Average call times dropped significantly.
Impact #3	[Product Improvement - User Acceptance] Better user acceptance with less operative training is required.

Impact #1

[Process Optimization - Remote Control]
Real-time visibility, monitoring, and control of equipment improves asset and resource efficiency.

Impact #2

[Efficiency Improvement - Labor]
Average call times dropped significantly.

Impact #3

[Product Improvement - User Acceptance]
Better user acceptance with less operative training is required.

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Overview

Providing Technical Support and Training for Mobile Users

Operational Impact