Case Study: Océ achieves 3x faster customer support and higher satisfaction with RescueAssist

Océ improves customer experience with GoToAssist

Oce, a global provider of print and document-management products operating across the Nordic region, faced long support response times because consultants were dispersed and often had to travel long distances for desk-side visits. To speed resolution and reduce travel, Oce adopted RescueAssist as its remote assistance solution.

Using RescueAssist’s SaaS remote-support tools, Oce enabled consultants to log into customer systems in real time, diagnose issues, upload patches and involve specialist experts without onsite visits. RescueAssist cut support response time by about two-thirds (Oce reported October support totaled 85 hours versus roughly three times that if onsite visits had been required), reduced travel, increased customer satisfaction and gave Oce a secure, faster way to deliver service.

Oce

Benny Duus

IT Competence Team Leader