IT is never off the clock: How Britely Insurance runs all its remote support on Zoho Assist
The company: Britely Insurance
Britely Insurance is a Sarasota, Florida agency focused on insurance sales and service, with five in-office employees and three who work remotely. All IT is handled by a single person who serves as both Operations Development Manager and the company's sole IT resource.
The Challenge
The need for remote support predates the company's current form. It once had an affiliate office in Maryland staffed by three employees who were not especially tech-savvy, and the company needed a way to reach their machines and resolve problems without being there in person.
Then COVID arrived, and the requirements expanded overnight. Employees suddenly needed to work from home, including remoting into accounting software hosted on a local, on-premise system. Staff with varying levels of technical comfort needed a tool simple enough to use independently. With one person covering all of IT, fixes had to be possible from any location, even while out of the office. Calling in a local tech company for minor issues and software installations was becoming costly.
For a small team running lean, the solution had to be affordable, easy for non-technical employees, and manageable from a single administrator's perspective.
The solution
After evaluating several options, Britely Insurance chose Zoho Assist as its remote support solution. Key aspects of the implementation include:
Zoho Assist chosen after thorough evaluation:
Windows Remote Desktop Connection often did not work and was difficult to set up. Other tools, including TeamViewer, LogMeIn, and GoToMyPC, were tested, but Zoho Assist offered the best combination of features, price, and ease of use.Straightforward onboarding and reliable setup:
Zoho's step-by-step setup documentation made organizing the account easy, the client installation was quick and has never once failed, and Zoho's chat support was fast, professional, and accurate whenever questions arose.Remote assistance for distributed teams:
IT issues can be resolved for employees regardless of either party's location, including admin-level software installations on remote machines.Unattended access for flexible remote work:
Remote employees can log into their work desktops from home, whether full time or on the occasional day, giving the entire team the flexibility they need.
"Being a small company, IT is never not on call. There have been several times when I was on vacation and was able to remote into a system to resolve an issue quickly and easily."
The impact of Zoho Assist
For a small agency without a dedicated IT department, Zoho Assist has delivered measurable benefits. Real cost savings were immediate: a tech company was previously kept on retainer for minor, quick fixes, each carrying an onsite visit fee plus time. Handling those issues remotely has saved the company thousands of dollars over the years.
Issues can now be resolved remotely whether the person handling IT is in the office, out, or traveling, rather than requiring an on-site presence. Employees can work from home full time or as needed, accessing desktops and local accounting software without friction. Employees of all ages and skill levels use the tool comfortably, with transparency built in—the entire screen changes when a remote connection begins so employees always know when a session is active.
Larger projects have also gone smoothly. An entire office was upgraded from Windows 7 to Windows 10 remotely, with employees simply restarting when prompted. Microsoft Office and Outlook were installed and configured for remote workers, saving meaningful time and money.
"What I love is how transparent it is. The whole screen changes when someone remotes in, so employees always know exactly when I'm there. Reaching out for help couldn't be easier, and our remote employees love how fast it is, with zero lag. It's simple to log in and simple to work, whatever your tech skills. What more could you ask for?"
- IndustryInsurance
- TypePrivately owned
What began as a way to support a handful of non-technical employees at a remote affiliate has become essential infrastructure for how Britely Insurance runs daily. Affordable, dependable, and simple enough for the entire team to use with confidence, Zoho Assist has proven well suited for a lean operation. With one person covering all of IT, that combination of reach, speed, and ease is exactly what keeps a small, flexible company running.
