Executive Summary
Assist Solutions, a Japanese IT service provider catering to a demanding international clientele, including embassies and diplomats, required a highly secure, reliable, and remotely manageable networking solution. The firm faced operational hurdles with on-site service, multilingual support, and managing over 2,000 devices. By deploying the NETGEAR Insight cloud management platform and integrating its API with Salesforce, Assist Solutions automated workflows, streamlined support, and now delivers exceptional service with greater efficiency and confidence.
The Challenge
Serving a global user base required a network management solution that could overcome significant operational barriers. Assist Solutions was hindered by:
- High operational costs from required on-site service visits for configuration and troubleshooting.
- Inefficient workflows and slow support escalations due to disconnected systems and manual data entry.
- Service continuity risks from decentralized license and device status tracking across thousands of endpoints.
- Language and usability barriers with networking products that lacked robust English-language interfaces made them unsuitable for international clients.
The Solution
Assist Solutions chose NETGEAR for its powerful combination of cloud-based simplicity and enterprise-grade extensibility. The solution centered on the NETGEAR Insight platform and its robust API capabilities.
- Unified Cloud Management: Insight provides a single pane of glass for remote monitoring, configuration, and troubleshooting, eliminating the need for most on-site interventions.
- Seamless CRM Integration: The Insight API connects directly with Salesforce, automating the synchronization of customer and device data to create a single source of truth for support teams.
- Automated License Management: Custom API-driven alerts for license and token expirations trigger renewal workflows, preventing service disruptions and protecting revenue.
- Global-Ready Platform: NETGEAR’s globally recognized brand, English-compatible interfaces, and responsive technical support provided the reliability and usability essential for serving international clients.
Results
The integration of NETGEAR Insight transformed operations for Assist Solutions, delivering measurable improvements in efficiency, reliability, and customer satisfaction.
- Faster Resolution: Support times were dramatically reduced by enabling remote issue diagnosis and resolution, minimizing costly and slow on-site visits.
- Improved Team Efficiency: Customer support teams now handle initial inquiries using intuitive Insight dashboards, freeing specialized engineers to focus on complex escalations.
- Enhanced Data Integrity: Automated data synchronization between Salesforce and Insight eliminated duplicate manual entry, improving productivity and accuracy.
- Increased Customer Trust: The ability to deliver stable, secure, and highly available network services instilled greater confidence among its high-security diplomatic and corporate clients.
“The biggest benefit is time savings. In the past, we had to make onsite visits, but now we can remotely troubleshoot. Thanks to Salesforce integration, our CS team can handle many issues, leaving only complex problems for technical engineers.” Narantuya Tumurbalsa, Full-Stack Engineer, Assist Solutions
“NETGEAR’s international support model is a key strength. Combined with the product reliability, brand recognition, and competitive pricing, these are the reasons we continue choosing NETGEAR.” Daisuke Nagakawa, CEO, Assist Solutions
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