Collaborating with external suppliers enables you to provide the best services for optimal costs. But it also brings additional complexity and security challenges. How do you make sure that your suppliers can only access what is required without the need for complex VPN and firewall configurations? How can you audit the actions a supplier executed on your systems?
When providing support for your customers you often need them to share their screen with you and enable you to perform actions on their systems. This must be done remotely, irrespective of the device and operating system they are using. How do you make sure you can get access in a secure way, while having knowledgeable information available about what happened on their system before issues occurred?
Collaboration and Access Management explains how to deal with these challenges.
We look critical at the value that our services add to you as our customer. A project we carry out around Collaboration & Access Management should add value to your service organization as well as to your customers. From experience we learned that that value can be compiled into the following five value drivers:
Optimize IT Costs
How to optimize incident resolution by enabling collaboration with internal and external service providers and customers in the most secure and cost effective way?
How to secure full traceability of the end user experience of services delivered and related support activities?
Increase Business Value
How to improve customer experience and productivity through support anywhere, anytime and any device?
How to ensure secure access and collaboration to prevent exposure of company and customer data?
Assure Quality of Service
How to improve the service delivery experience of customers through real-time data analysis and effective collaboration and support?
Our approach is aimed at selecting and implementing the right solutions with you, based on our clear Secure Access & Collaboration vision that result in gradual increased professionalism of your service organisation. We believe in short, pragmatic projects that deliver clear results.
Our projects related to Secure Access & Collaboration consist of the following steps:
- During the first step we hold a workshop to examine how you are currently working together with your suppliers and customers and which safety risks are associated with this. We determine with you how these processes can be optimized and which requirements this places on the supporting tooling. This step leads to an overview of solutions that are needed in order to improve Secure Access & Collaboration at your organization.
- During the second step the selected solutions are implemented in your IT environment, if desired initially in a proof-of-concept in a limited environment.
- In the third step your employees are trained in how to use the new solutions. During this process your organization is also coached in further developing a safe culture of collaboration and creating a transparent, business-oriented service organization.