From bottlenecks to breakthroughs: Gatestone's IT support transformation with Zoho Assist
The Company
Gatestone is a global business process outsourcing (BPO) provider that delivers customer experience (CX) solutions, digital transformation services, and operational support to organizations worldwide. With a network of 16 offices across the globe, Gatestone serves clients across 40+ industries, including financial institutions, banking, and retail.
Its services combine technology with human expertise to help organizations improve efficiency through strategy and consulting, CX technology solutions, and comprehensive back-office support. To keep operations running smoothly, Gatestone’s internal IT help desk team supports employees across the organization by quickly resolving technical issues and ensuring minimal disruption to daily work.
The Challenge
Before adopting Zoho Assist, Gatestone relied on a legacy remote desktop solution.
Although it had worked well initially, they eventually encountered issues with it. For example, they found it hard to elevate access during remote sessions, which made it impossible to carry out admin-level activities to resolve issues. The multi-factor authentication relied on verification emails which often caused delays. All this made them look for an alternative tool to help them carry out remote support more efficiently.
The Solution
Since Gatestone was already familiar with Zoho and ManageEngine, it was easy for their team to evaluate the Assist and finalize their selection. Their familiarity with the Zoho suite of products meant they were able to implement and use the product with little to no learning curve. During evaluation, the team also explored advanced features such as remote command-line access and diagnostic tools.
Technicians now use Zoho Assist daily to access employee systems remotely, identify issues, and resolve them quickly. The platform’s responsive performance and stable connections enable technicians to troubleshoot efficiently without experiencing latency or interruptions.
“Zoho Assist is quick, reliable, and makes remote troubleshooting much easier for our technicians. It delivers exactly what we need at a great value, helping us resolve issues nearly 70% faster while supporting 40+ remote sessions daily.”
- IndustryOutsourcing and Offshoring Consulting
- TypePrivately owned
- Employees5,001-10,000
Impact of Zoho Assist
By implementing Zoho Assist, organization achieved measurable improvements in troubleshooting speed, productivity, and support capacity.
- The organization achieved 3× faster issue resolution, reducing common task time from around 15 minutes to about 5 minutes.
- The help desk team can now efficiently handle a higher volume of support requests, managing over 40+ remote support sessions per day.
- Direct access to user systems enables technicians to diagnose and resolve issues faster, improving overall support productivity.
- Reliable, stable connections with minimal latency allow technicians to work smoothly and resolve issues faster without increasing workload.
- Technicians can skip back-and-forth communication and directly access systems to resolve issues instantly.
By implementing Zoho Assist, Gatestone has strengthened its internal IT support operations to ensure stability as the company grows.The platform enables technicians to solve issues faster, handle a higher number of support sessions each day, and deliver efficient assistance to employees across the organization.
