Case Studies > Providing Technical Support and Training for Mobile Users

Providing Technical Support and Training for Mobile Users

 Providing Technical Support and Training for Mobile Users - IoT ONE Case Study
Applicable Industries
  • Oil & Gas
The Customer
About The 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.
The 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.

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

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