“We are very impressed with Support Ultimate and NTR’s intelligent product implementation to keep our data secure and private. Our clients continue to rely on our products and services thanks to Support Ultimate’s functionality, such as data encryption.”

Lothar Burkert
Sage Schweiz
Head of Customer Services

Sage needed a cost-effective solution with enterprise-grade security and privacy, and the capacity to scale as their business needs evolved.

The Company

Sage Schweiz is the Swiss subsidiary of the Sage Group, which offers business software, services and support to more than 6 million customers worldwide. In addition to its licenses and service contracts, Sage prides itself on its world-class customer service, from installation to ongoing customer support.

Like NTRglobal, Sage enjoys a worldwide reach yet has built its success on tailoring its products and services to meet the needs of local markets. Sage Schweiz strives to provide world-class service that combines a unique global perspective with a deep understanding of the Swiss market. Sage Schweiz boasts 20 years in the Swiss market and more than 60,000 customers.

The Challenge

Sage relied primarily on phone-based support to serve its customer base. The company began looking for a remote desktop solution to optimize the support process and reduce overall support costs by keeping the number of onsite technical staff to a minimum. Sage needed a cost-effective solution with enterprise-grade security and privacy, and the capacity to scale as their business needs evolved.

The Solution

After comparing various market alternatives, Sage decided to implement NTRglobal Support Ultimate. The company valued its all-in-one functionality, infallible security and privacy systems, and transparent licensing model, a feature that has proven important over the years as Sage has added users and devices.

Support Ultimate also helped Sage fulfill its objective of reducing support costs. As Lothar Burkert, the head of customer service, explained, “Since integrating NTR technology into our software, we’ve reduced our support costs and immensely improved customer experience.”

The IT team is also pleased with the ongoing upgrades and updates that keep the product operating smoothly as new browsers and operating systems are released. In addition to helping Sage optimize its support process, NTRglobal saves the company money by eliminating hardware maintenance and software update costs, which are included free of charge with its software-as-a-service model.

“We are very happy with our collaboration with NTRglobal, which has grown over the years. We recently renewed our contract and will continue to work with NTRglobal in the future,” add Burkert.