Zoho Assist's reliable remote assistance enables organized operational workflow at India Cements

One of the oldest Indian corporations, established in 1946, The India Cements Ltd. was a pioneer enterprise to become a public limited company during the post-independence era. India Cements Ltd. began its humble moorings in the form of a cement factory at Talaiyuthu, an almost unmapped tiny hamlet in Tirunelveli district, Tamil Nadu. From a two plant company with a capacity of just 1.3 million tonnes in 1989, India Cements has grown in the last two decades to a total capacity of 15.5 million tonnes per annum. India Cements has now 8 integrated cement plants in Tamil Nadu, Telangana, Andhra Pradesh, and Rajasthan, and two grinding units, one each in Tamil Nadu and Maharashtra.

While retaining cement as its mainstay over the years, India Cements has ventured into related fields that have purposeful synergy to its core business, like shipping, captive power, and coal mining. This also stemmed from the company’s strategy of emerging as an integrated pan-India player to combat uncertainties in securing energy and other inputs in the supply chain at competitive costs.

"With Assist, resolving internal queries and work management has become streamlined and simplified. "Perathuselvam. S,Deputy Manager (System Support),India Cements.

The challenge

Providing immediate assistance

India Cements uses an in-house ERP solution for their operations and their IT team has been providing support for the solution to all their employees. Being an on-premise version of this software, it required their employees to connect to a VPN network to access the software. There have been scenarios where the employees have faced trouble with connecting to the VPN network. In other scenarios, a few employees were unable to access the options and details in their ERP solution, as well. The previous remote support tool didn't give them full accessibility under such scenarios and increased their average time to resolution. Also, other members of the organization had access to the employee devices, which posed a security risk that India Cements IT team wanted to overcome.

Discovering Zoho

India Cements had discovered Zoho and started using other Zoho products, such as ManageEngine and Zoho Mail, in their organization. When a Zoho Support rep used Zoho Assist for a remote assistance, they were impressed by the intuitive interface and ease of use for end users. After learning about Assist and seeing it in action, the India Cements IT team started evaluating the product. During the evaluation period, they learned that Zoho Assist gave them full control of their devices from a security perspective and also fulfilled all of their other requirements. After the evaluation period, there was no looking back. The entire organization switched to using Zoho Assist as the primary remote support tool for all their needs.

Features

Intuitive interface

The user experience and navigation through the product was natural, with a minimal learning curve, which allowed the entire team to easily get onboard. Working with multiple devices on different tabs and providing support became a hassle free experience for India Cements and their team.

Mobile device Support

With many users connecting and working from mobile devices and tablets, it was essential for Selvam and his team to support these devices as well. The combination of the ability to connect to mobile devices and the added advantage of being able to control these devices helped the India Cements team improve the standard of support they provided.

Security and reliability

Security when connecting to the remote devices and the ability for only specific users to connect to the necessary devices was a key part of this transition. Zoho Assist sessions were encrypted with AES 256 bit encryption with TLS 1.2 and TLS 1.3 protocols, ensuring safety at the highest level. Assist also makes it possible to provide specific users access to specific devices alone, improving the security aspect.

Success stories after adopting Zoho Assist:

Managing ERP

"Resolving internal queries and concerns related to ERP was a hurdle we faced prior to using Assist. With this highly reliable remote support software, we are now able to connect to the remote systems of our employees and rectify their VPN connectivity issues in a jiffy", stated the India Cements IT team.

Secure and quick connections

We'd used multiple remote support tools before switching to Assist. What made Assist more worthwhile is that it provided a higher level of security and ease of use compared to other software in the market.

Meeting requirements

Assist provided the leverage of accommodating all of our requirements, which was one of the major reasons that we decided to adopt Assist. It offers a wide array of features, such as mobile device support, Multi-monitor, file transfer, etc., that helped us overcome every challenge we were facing.

Zoho Assist, our one-stop remote support solution:

After switching to Assist, the time needed to resolve internal issues and manage organizational operations has been significantly reduced. This, in turn has increased our productivity on a large scale, in a short time frame. With Assist's assistance, we can cut down the time spent on troubleshooting and focus on developing and maintaining a well-ordered workflow.

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