GIT Inc., a company that owns world class technical capabilities has developed a “total solution” for automotive diagnostic.
The “total solution” is top priority for automotive maintenance, using state-of-the-art products to diagnosis a customer’s car if a problem occurs. With both HI-DS and GDS, it is possible to closely determine the cause of the problem using a scanning solution for vehicle maintenance.
GTI Inc. is raising the bar by being able to provide superior support to both HYUNDAI and KIA, because of the privately-owned technology the company uses to support and maintain foreign-made cars. The company is expected to maintain growth in South Korea and overseas, and continue to succeed in the automobile maintenance industry.

GIT Inc. was using Netmeeting since 2004. Netmeeting was not user-friendly, and it was giving the company a tough time with trying to install the program or connect with a customer. Netmeeting did not allow the company to instantly connect or support the customer when they needed to. Customers were unsure if they were going to receive the right service or good product quality due to overpricing. As a result of various complaints, remote support was needed from the early days because GIT needed to be able to provide the right support to customers, to uphold the companies standards. GIT Corporation introduced ‘Total Solution’ as a remote support system for a motor vehicle diagnostic to make a change in the Korean automobile maintenance industry.

HI-DS and GDS is the main product, which is an appliance that is based on a PC.
HI-DS is a stand-alone PC that includes a scanning device, and GDS is a portable appliance that measures using Wi-Fi. Both products require upgrades to be done over the internet; because the upgrading process can become difficult, the GIT support team offers customers support remotely using RemoteCall.
GIT exclusively is the only service to provide any updates remotely using a remote support solution for HYUNDAI & KIA Inc. If there are any new modifications or additional data that needs to be applied to new vehicles, they need to provide this in a timely matter, before any competitors. RemoteCall has helped GIT stay up to date with all information, and makes it much easier than sending someone to each location. Additionally, the company also has the top share rate for all automotive repair shops in Korea.

The GIT Inc.’s first priority is pushing “the update process” to customers, followed by re-setting the PC, and thirdly recovering the PC. Customers are beginning to feel that GIT Inc.’s service is personal and specialized. Since discontinuing the use of Netmeeting and moving forward with RemoteCall, customers are no longer irritable and seem to be satisfied with the speedy process we are able to offer. Because of RemoteCall, GIT will be number one in the industry.

Infinitt Healthcare provides custom medical imaging solutions to over 1,700 hospitals in 25 countries across the world. The company dominates the Korean domestic market for medical imaging solutions with a 70% market share. In 2008, it was recognized by the Korean government for its world-leading technology. The following year, it recorded nearly U$10M in revenue, a rarity among tech start-ups in Korea. Infinitt delivers world-class customer service to any customer anywhere in the world by using Rsupport solutions.

Infinitt Healthcase provides medical image storage and access service to hospitals and clinics. From the start of the business, they realized that they would need a system of providing technical support to remotely located customers. At first, they used Open-VNC or the MSN.
The freeware that was available often led to delays and unmet promises because neither solutions were good at penetrating local firewalls and often required adjusting networking settings on both ends. Technical issues most often popped up during doctors’ appointments with patients where they would discuss the findings from the medical charts such as X-Rays, MRI & CT scans. You can imagine how awkward the doctors who suffered these set-backs must have felt at such moments. The solution that Infinitt needed must provide stable connection and speedy image transfers between the local PC and the storage database.
The company listed the names of all the remote control support solutions and started testing each solution. At the end, Infinitt chose Rsupport because of the speed, ease of use, and data transfer technology. These factors were the most important since Infinitt’s service depends on the ability to transfer heavy graphic images between PCs.
Hospitals store medical images on heavy-duty servers on site. Doctors typically access these images using their personal computers. The images are called up when patients visit the hospital for medical consultation with the doctors.
Often technical solutions required being able to transfer images at minimum speeds of 150mbps to 600mbps. It was also greatly important that the user interface be very easy to understand and use since doctors tend not to very tech-savvy.
The only company that satisfied all of these requirements was Rsupport.

Infinitt currently uses both RemoteView and RemoteCall services from Rsupport. One is an attended service and the other is an unattended service; they are both necessary in how Infinitt provides realtime and off-hour remote desktop support.
Infinitt Healthcase uses RemoteView as an initial diagnostic tool. Since it is important to limit physical human access to the server storage device, technicians log into the remote server and assess the problem first. This way, the remotely located technical support reps can figure out what is wrong without actually visiting the onsite location. For a more person-to-person interaction, the technical support reps use RemoteCall to access the doctors personal computers and provide technical assistance, real-time.
This is because problems pop up on both ends of the service delivery system. Most technical issues can be addressed by relying on these two tools available from Rsupport.
Traveling onsite has also been reduced greatly by adopting Rsupport solutions. Mr. Yoon says, “Before, we used to get a lot of customer complaints even before beginning to provide technical support online because making the initial connection was so involved because we had to guide customers through the process of changing network settings on the phone first.
Now, accessing remotely located systems is a breeze for the customers. They simply have to click twice and a connection is made. Even the elderly customers with very little computer skills can receive online support whenever they run into problems almost immediately.
Most large hospitals have dedicated system administrators on staff but most smaller hospitals and clinics do not.
Rsupport products are a common denominator in sharing knowledge from where it is located to a place where such knowledge does not exist.
Knowledge can cross oceans as well. Infinitt’s overseas distribution partners also use Rsupport products. Locally located engineers can provide support to customers and partners around the world. Since Infinitt sometimes has to transfer very large files, Rsupport even went as far as providing the customer with an extra large bandwidth at its IDCs in order to enable the customer to provide high level of service to its own customers around the world.

Infinitt has been happily using Rsupport solutions for the past five years and plans on continuing to do so for the near future. With the release of RemoteView 5.0, they are planning to test the newest generation service and adopt it in and around the world. The newest RemoteView product supports highresolution monitors that are popular in the medical world. Rsupport plans to continue to innovate and release new products in order to keep up to date with customer demands.

Osstem Implant is Asia’s #1 player in the dental implant and dental IT market. It has 12 offices around the world. As the world population begins to age, and as the ranks of the wealthy grow, the dental implant business is seeing a growth in demand rarely seen under today’s challenging economic conditions. This leading company also adopted RemoteCall in order to strengthen its customer support efforts provided to the dental specialists who account for the largest share of the Osstem customer base.

Osstem makes dental implant supplies but it also develops and markets custom software and hardware solutions to a wide variety of medical offices and businesses. One popular solution is an accounting system that bills the national health service for medical expenses. Many small to medium sized hospitals who have adopted this solution often do not have a dedicated staff who manages their office IT infrastructure. Osstem noticed a high volume of incoming technical inquiry from these smaller hospitals. The cost of meeting such inquiries rose and the cost of sending out technicians onsite began skyrocketing. Osstem began addressing this need by adopting a similar remote support solution from a Rsupport competitor first.
Initially, Osstem was happy with this solution because it dramatically reduced the number of actual on-site visits. However, two problems began to surface. First, the client-aide application sometimes would not install on the client PCs. Next, the quality of service began to suffer as remote connection was not stable; there were frequent service breakdowns. This added to an existing set of customer complaints instead of reducing customer complaints.
“In order to initiate a customer support session, the client-side agent has to install before any service can begin. However, the agent would often fail to download and install. Not only that, we would suffer frequent dropped connections and would have to re-launch the service and reconnect. This added to the frustration that the customers were calling in about.” said Mr. Hwang from the customer care department. Osstem Implant, Secures a Stable Customer Base Using Rsupport Services.
Mr. Cho added that when the final decision to switch away from the competitor technology was annnounced, many executives at the company cried four because of an immediate jump in the cost of operations. After a brief period of internal discussions, a decision was made to put a greater emphasis on delivering a timely and smoother customer care to the Osstem customers from all around the world.
Osstem was able to increase its customer loyalty as well as increase job satisfaction level of its customer support agents by eliminating a potential source additional customer and employee complaints by adopting Rsupport solutions.
Osstem customers tend to be high-value customers whose per-customer spend is a lot higher than its competitors. The decision to switch even at a higher operating cost soon justified itself with reductions in first-call resolution rate.

As Osstem’s business continues to grow, it has decided to introduce a more robust customer support system. For the past few months, the company has been testing RemoteHelp, the C-level enterprise solution from Rsupport.

Osstem has been quite impressed with the Rsupport solutions so far and we count them as a key Win-Back customer as we try to maintain our market leadership position around the world.

Osstem had already known about the Rsupport remote support solutions but chose to go with a Rsupprot competitor because of the cost. Rsupport solutions initially cost more to deploy companywide. However, despite the differences in cost, Osssttem began testing Rsupport solutions to gauge differences in stable connectivity and speed. Soon after the product testing period began, internal feedback clearly showed that Rsupport solutions outperformed everyone else in the marketplace. A decision to switch to Rsupport was made.