“Because real estate sales are so time sensitive, Naxos requires fast, seamless operation of our software. NTR’s technology allows us to keep our systems operating smoothly so real estate agents can spend their time closing deals.”

Edouard Joucaviel
IT Director
Naxos Real Estate

Naxos needed an easy, reliable remote desktop solution that would enable fast problem resolution and diminish the need for onsite visits.

The solution had to allow web-based access to end-user computers and servers on a wide variety of modems and routers, and also support multiple browsers.

Naxos is a software and IT services company that offers Internet integration and support services to the French real estate industry. More than 1,000 clients use Naxos technology across 1,000 servers and 4,000 workstations.

The incorporation of Naxos into a large, publicly traded real estate development firm positioned the company for greater exposure and market potential, but at the same time accentuated the need for fast, reliable IT support.

The Challenge

Naxos’ client base mainly comprised small real estate agencies that depended on the proper functioning of Naxos solutions to keep them up and running. Naxos IT support technicians used phone-based support to walk clients through a variety of user-related issues, followed by onsite visits if the issue couldn’t be resolved by phone. Given the time-sensitive nature of real estate transactions, IT support needed to be fast and highly efficient.

To optimize productivity and support costs, Naxos began looking for an easy, reliable remote desktop solution that would enable fast problem resolution and diminish the need for onsite visits. The solution had to allow web-based access to end-user computers and servers on a wide variety of modems and routers, and also support multiple browsers.

The Solution

After conducting a comparative analysis of different remote control and maintenance solutions, Naxos decided to deploy NTR’s IT automation technology. The solution met all of Naxos’ technical requirements, and its software-as-a-service model saved money by eliminating hardware maintenance and costly software upgrades.

After a quick rollout, Naxos technicians immediately began using NTR’s on-demand remote control functionality to troubleshoot end-user computers. The ease of use and fast problem resolution improved the support experience for both customers and IT technicians, and facilitated upsells of other Naxos services.

In a second phase, Naxos expanded its product portfolio by leveraging the solution’s IT automation functionality. The library of 50 pre-defined scripts and others customized by Naxos allows IT support to perform key administrative tasks on customer systems.