How Scantec Is Expanding Remote Support for Local Businesses with Getscreen.me¶
For an IT solutions provider, supporting a business doesn't end when you install a new system or device. Clients still need assistance with software, infrastructure, network issues, configuration, maintenance, and other technical tasks throughout the IT environment lifecycle.
Based in Viseu, Portugal, Scantec Informática Lda. provides technology solutions for businesses. It blends software, consulting, infrastructure, cloud, hardware, and technical support. The company works closely with local businesses and provides both remote and on-site assistance depending on the project and customer requirements.
Scantec has recently started using Getscreen.me to improve their services with enhanced remote support.
About the Company¶
Scantec helps businesses implement and maintain the technology they rely on. The expert team deals with business software and ERP integration, custom development, consulting, infrastructure, cloud solutions, hardware, and networks. The company also provides ongoing technical support and stays involved as customer needs evolve.
This approach means Scantec's team may need to help customers with different technical issues after a project is implemented. Remote access gives technicians another way to investigate problems and provide assistance without requiring every issue to be handled on-site.
Evaluation
Getscreen.me is being evaluated as part of Scantec's broader approach to providing ongoing technical assistance to its customers.
Supporting Customers Beyond the Initial Project¶
Scantec's work continues after a solution has been implemented. The ongoing support covers diagnosis, solution design, implementation, training, and evolution. The company also emphasizes working with customers remotely and on-site according to the needs of each project.
For this type of service model, remote support is crucial when a technician needs to access a user's device directly. It can help the team investigate an issue, assist a user, or perform a technical task without a physical visit.
Allocation
This is particularly relevant for local businesses that may depend on Scantec for day-to-day technical assistance as well as larger technology projects.
Testing Getscreen.me for Technical Support¶
The company has recently started using Getscreen.me Enterprise. Technicians are currently evaluating how the platform fits into its existing support processes.
At this stage, the company is testing real customer support scenarios. The goal is to understand how remote access can complement the team's existing ways of working and where it can be most useful.
For Scantec, the evaluation covers practical aspects of remote assistance, including how technicians can access customer devices, investigate issues, and provide support without having to travel whenever physical access is not required.
Current Focus
Scantec is testing Getscreen.me in its support workflow and evaluating where remote access can provide the most practical value.
How Getscreen.me Fits into Scantec's Services¶
Getscreen.me complements several areas of Scantec's work without changing the company's broader service model.
Potential use cases include:
- Technical support: Accessing a client's device to provide assistance remotely.
- Software support: Helping users with configuration and troubleshooting after implementation.
- Infrastructure support: Checking supported devices within networks, hardware, or other IT infrastructure.
- Maintenance: Performing appropriate technical tasks remotely when an on-site visit is not required.
- Customer assistance: Helping technicians assist users while working from the Scantec office or another location.
The company can use its experience with Getscreen.me to determine which types of support benefit most from remote access.
A Complement to On-Site Support¶
Remote access does not replace Scantec's on-site work. Some projects and technical issues still require a technician to be physically present at the customer's location.
At the same time, Getscreen.me fits the broader service model, where solutions are implemented and then supported as customer requirements change. Remote access can become one of the tools technicians use throughout that process.
“We are still at the beginning of our experience with Getscreen.me, so we are focused on understanding how it fits into our daily support operations. We see potential in having a reliable remote access option that our team can use alongside our existing technical and on-site services.” — Miguel Sousa, Scantec Informática Lda.
Looking Ahead¶
For now, the company is testing Getscreen.me in its existing technical support workflow. As the team gains more experience, Scantec will determine how remote access can complement its work with local businesses.
For an IT solutions provider that remains involved with clients beyond the initial implementation, remote access can become another layer of the ongoing support process.
“Our customers rely on us not only to implement technology solutions, but also to support them as their needs evolve. We are testing Getscreen.me to strengthen the remote part of this support and give our team another practical way to assist clients when an on-site visit is not necessary.” — Miguel Sousa, Scantec Informática Lda.