How Critical Insight enhanced remote support for cybersecurity operations with Zoho Assist
The Company
Critical Insight addresses the shortage of cyber professionals and tools to combat nation-state cyber threats. Founders Michael Hamilton (the former CISO of Seattle) and Fred Langston (who's spent 30+ years in healthcare InfoSec) started the company with a focus on providing businesses and local governments nationwide the essential expertise and support they need to defend critical infrastructure. Through tailored solutions, they empower clients to tackle advanced cybersecurity challenges with confidence.
The Challenge
As a company dedicated to safeguarding businesses and public infrastructure against cyber threats, efficiently managing a distributed workforce and resolving IT issues quickly are constant challenges for Critical Insight. With employees stationed across various locations and entrusted with the security of critical infrastructure, the company found that traditional troubleshooting methods were inadequate. This led to delays in resolving technical issues, which could leave clients vulnerable to cyber threats.
The Solution
Recognizing the need for a reliable remote support solution, Critical Insight turned to Zoho Assist for its intuitive interface, robust features, and affordability. Zoho Assist provided Critical Insight with the tools needed to streamline remote troubleshooting, empower its IT team, and enhance overall operational efficiency.
Key features utilized by Critical Insight
Simple remote troubleshooting:
Assist's user-friendly interface allowed Critical Insight's IT team to troubleshoot IT issues remotely with ease. Whether it was resolving software glitches or providing technical assistance to remote employees, Zoho Assist facilitated quick and efficient problem resolution.Persistent access:
The persistence feature enabled Critical Insight's IT technicians to reboot remote systems without requiring end users to re-enter their credentials. This seamless process minimized disruptions and ensured continuity during troubleshooting sessions.Admin elevation:
With the admin elevation feature, Critical Insight's IT team could elevate privileges when necessary to perform troubleshooting tasks, providing the flexibility needed to address a wide range of IT issues while maintaining security and control.Collaborative support:
The collaborative support capabilities allowed multiple technicians to join support sessions simultaneously, enabling knowledge sharing and collective problem solving. This collaborative approach enhanced Critical Insight's ability to address complex IT challenges and deliver superior support to clients.
Results and long-term impact
The switch to Zoho Assist has significantly enhanced both efficiency and productivity for Critical Insight's support team. With their old remote access tool, the team could manage about four sessions per hour (averaging 15 minutes). Since transitioning to Zoho Assist, session times have been reduced to 10–12 minutes, which enables the team to complete five sessions per hour.
As Steve put it, "This marks a 25% boost in efficiency, showcasing how Zoho Assist has streamlined our workflow and improved overall performance. The increased speed and ease of use have been game-changers for our team, elevating the quality of support we provide."
Zoho Assist has proven to be a valuable asset for Critical Insight, enabling the company to enhance its remote support capabilities and deliver exceptional service to its clients. With its comprehensive feature set and user-friendly interface, Zoho Assist continues to play a vital role in Critical Insight's mission to safeguard communities and businesses across the United States.
“Thanks to Zoho Assist, Critical Insight has elevated its remote support capabilities to new heights. With its intuitive interface and powerful features, we've experienced smoother troubleshooting, increased efficiency, and ultimately, greater peace of mind knowing we can deliver exceptional service to our clients.”
- IndustryComputer and Network Security
- TypePrivately owned
- Employees50-100
Benefits and ROI
By implementing Zoho Assist, Critical Insight experienced significant improvements in its IT support operations. The company was able to resolve IT issues more efficiently, leading to increased productivity and client satisfaction. Moreover, Zoho Assist empowered Critical Insight to provide proactive support, minimize downtime, and optimize resource utilization to drive business growth and success.
Zoho Assist has proven to be a valuable asset for Critical Insight, enabling the company to enhance its remote support capabilities and deliver exceptional service to its clients. With its comprehensive feature set and user-friendly interface, Zoho Assist continues to play a vital role in Critical Insight's mission to safeguard communities and businesses across the United States.
