How Getscreen.me Centralized Remote Support Across 56 Sites

Following major changes in the software market, a large hospitality and restaurant chain launched a project to replace the existing remote access tools with a reliable alternative. The IT department needed a solution that could quickly replace legacy software without affecting operational stability, security, or support quality.

Privacy

As we value our clients’ privacy and due to the Non-Disclosure Agreement with the company, we cannot reveal the legal business name. So, this particular use case is anonymous.

After implementing Getscreen.me, a team of 16 technicians and support specialists gained a centralized platform to manage the infrastructure of 56 hotels and restaurants across Europe.

About the Company

The company is a growing fast-casual restaurant chain in Europe. Operating since 2001, it has built a network of 56 locations and serves more than 3 million guests every year.

At this scale, continuous operation of IT infrastructure is critical. Any technical issue can directly affect customer service, point-of-sale operations, inventory management, and internal restaurant processes.

Why Remote Access Matters

For retail and HoReCa businesses with distributed infrastructure, remote access becomes a critical tool for maintaining operational continuity and delivering fast technical support.

Why the Company Chose Getscreen.me

Before migrating to Getscreen.me, the company relied on several well-known remote access solutions to connect to employee workstations and resolve technical issues remotely.

As business requirements evolved, the organization decided to implement a solution that would provide long-term stability, and enhanced control.

The goal was not simply to replace one tool with another. The IT team needed to preserve the speed, convenience, and efficiency while ensuring smooth support operations across hundreds of sites.

Key Challenges Business Faced

The project required a remote access platform to support the daily workload of a large IT department without reducing productivity or increasing operational complexity.

Operational Challenges

At the time of deployment, the technical team was responsible for supporting hundreds of restaurants located across multiple regions. Their responsibilities extended far beyond incident resolution.

Centralized Branch Management

The company needed continuous visibility into POS systems, internal business applications, inventory management tools, and other operational systems. Technicians had to connect to any restaurant location immediately without traveling onsite.

This requirement is especially important for geographically distributed businesses, where response time directly affects service quality and operational efficiency.

IT Infrastructure Support

The organization operates a large number of workstations, POS terminals, automation systems, and internal services.

The IT team provides ongoing support for:

• Point-of-sale equipment.
• Employee workstations.
• Restaurant automation systems.
• Internal business applications.
• Network-connected devices.

Remote administration helps minimize downtime and significantly accelerates issue resolution.

Key Objective

The company needed a single platform for centralized IT support across its entire infrastructure and a faster way to respond to incidents regardless of location.

Requirements for the New Platform

During the evaluation process, the IT department defined several key requirements:

1. Fast access to remote devices.
2. Secure browser-based connections.
3. 2-factor authentication support.
4. Stable performance under heavy workloads.
5. Scalability for a growing network.
6. User-friendly interface for technicians and employees.
7. Enterprise-grade security controls.

Key Requirements

The primary objective was to deploy a solution that combined security, ease of use, and the ability to scale across a large nationwide restaurant network.

How Getscreen.me Helped

After implementing Getscreen.me, the team of 16 specialists gained centralized access to the infrastructure of all 56 restaurant locations through a single interface.

The platform allowed the company to:

• Establish permanent remote access to critical devices.
• Accelerate employee support requests.
• Reduce incident response times.
• Simplify session initiation through remote invitations.
• Improve security when working with remote endpoints.

The team also actively uses features such as Wake-on-LAN, File Manager, built-in voice communication, and remote workstation administration.

Results

Getscreen.me helped the company establish a centralized remote support model to manage a large distributed restaurant network.

The IT team gained a secure and scalable platform that supports hundreds of locations from a single interface. The tool reduces operational costs associated with onsite visits and improves response times for restaurant staff.

For retail and HoReCa organizations operating multiple locations, Getscreen.me provides a practical way to maintain infrastructure, support employees, and ensure business continuity from anywhere.