TÜV SÜD subsidiary uniscon relies on digital user lane assistants and thus enables user support in the home office.
Companies have to rethink: According to a survey by Gartner, the majority of executives would like to enable their employees to work remotely in the future. This poses several challenges for companies and organizations at the same time. Because the digital home office not only needs services and infrastructures that meet the high security requirements of companies and that work via the web. The help and support channels also have to adapt to the new everyday conditions of the users.
Flexible working hours require flexible support
“Many cloud services offer an extensive range of functions that the user cannot always learn immediately without help. This also applies to our file sharing and data room service idgard, ”says Karl Altmann, CEO of the Munich TÜV SÜD subsidiary uniscon. “When the employees sit alone in front of the laptop at home and struggle with the solution, it is not only frustrating, but also unproductive. That is why it is all the more important in the home office to get help quickly. "
Due to the more flexible working hours with remote work, however, it may not always be possible to provide personal support via email or hotline. So that uniscons customers still receive the necessary support around the clock - regardless of where they work - Altmann and his team have opted for a digital solution. The right provider was found in the Munich start-up Userlane: "Together with our partner Userlane, we set up a virtual assistant that guides users step by step through all the settings and functions of our idgard business cloud - without any prior knowledge."
User lane assistant for idgard
The user lane assistant can be called up at idgard after logging in on every page and the user can start the interactive tours (the "user lanes") at any time and even continue them later. Everything is included, from tours for new idgard® users to explanations of complex features in the data room. Altmann is convinced of the added value of this partnership: “As a German provider, Userlane is a perfect match for our operator-secure German cloud. The tool can also be smartly linked to other service points, such as e-mail, videos and the new Help Center, which will go online shortly. "
A current user survey among uniscon customers shows that the Munich-based cloud specialist has hit the bull's eye with the integration of Userlane and the expansion of its self-service offerings.
Remote first will stay
Userlane co-founder and CTO Felix Eichler is also convinced that uniscon is on the right track with the home office approach. According to Eichler, the quick transition to the home office has not only increased the need for secure remote work tools on the customer side, but also for flexible and scalable support solutions. He is certain that this state is not just temporary: "Remote first will stay."
More on this at uniscon.com
About uniscon Uniscon GmbH is a member of the TÜV SÜD Group. As part of TÜV SÜD's digitization strategy, uniscon offers highly secure cloud applications and solutions for secure and legally compliant data traffic. TÜV SÜD is a leading global technical service company with over 150 years of industry-specific experience and today more than 24.000 employees at around 1000 locations in 54 countries. In this strong network, uniscon is able to reliably implement major international projects in the areas of IoT and Industry 4.0 with the Sealed Cloud and its products. Further information on the company and the solutions: www.uniscon.com