“Support Ultimate lets us provide our retail stores with outstanding IT support while ensuring the highest level of security. We were able to reduce support costs and improve employee satisfaction at the same time.”

Ning Mao
IT Manager
Lily

The rapid expansion of Lily’s network of umbrella stores made it difficult for the company’s IT team to provide adequate service to the growing base of geographically dispersed sales representatives.

To help keep pace with the growing end-user base and boost IT productivity, Lily’s IT team began its search for powerful, remote control software.

Founded in 2000, Lily is a manufacturer of women’s apparel that forms part of the Shanghai Silk Group, one of China’s largest garment exporters. Lily apparel is sold in 16 international markets and at its 300 umbrella stores located around China.

In recent years, Lily has made strides to strengthen its brand identity and build its reputation in major fashion markets. In 2005, Lily opened its first establishment in Paris, an important milestone that paved the way for international expansion. In its effort to sustain its healthy yet rapid growth, the company has spearheaded an organization-wide project to encourage innovation in four key areas: service, management, brand image and technology.

The Challenge

The rapid expansion of Lily’s network of umbrella stores made it difficult for the company’s IT team to provide adequate service to the growing base of geographically dispersed sales representatives. Until then, IT support personnel paid onsite visits to resolve technical issues, a solution that was proving costly and time consuming.

Onsite visits, coupled with a help desk solution with limited functionality, hindered team collaboration and training efforts, since there was no way to track or monitor tickets with the current software. The software also lacked reporting functionality for future reference and analysis.

To help keep pace with the growing end-user base and boost IT productivity, Lily’s IT team began its search for powerful, remote control software. Explained IT Manager Ning Mao, “While looking for a remote control solution, we learned that the Spanish fashion retailer Mango was using Support Ultimate. This was an important endorsement that piqued our interest to learn more.”

The Solution

After evaluating other alternatives, Lily integrated Support Ultimate to optimize their support operations. The remote desktop functionality streamlines Lily’s IT support process by allowing technicians to resolve IT issues remotely with a robust diagnostic toolset, while guaranteeing security.

Support Ultimate’s session-sharing function has also facilitated team collaboration, since tickets can be easily transferred to other team members. All remote control sessions are recorded for clear accountability and future analysis, which allows Lily’s IT department to make continuous improvements in their service.

“With NTR’s remote desktop technology, support technicians can view and take remote control of the sales representative’s computer in seconds,’’ said Ning Mao. “We were able to reduce support costs by nearly 40% and improve FCR from 43% to 80% as a result.”