Kakao Entertainment

Kakao Entertainment is a global entertainment company creating world-class stories and cultural phenomena across markets. With K-pop, TV & film, and webtoons under one roof, we integrate storytelling, cutting-edge production, and top-tier talent management to shape the future of global entertainment.

The Kakao Entertainment Infrastructure Operations Team is responsible for enterprise-wide network and endpoint hardware and software support. Previously, the team relied on the remote support feature within its security solution; however, persistent connection instability often made remote troubleshooting impractical, requiring frequent on-site support at employees’ desks.

After adopting RemoteCall, the team was able to establish stable remote connections instantly and guide employees through a simplified access process. IT administrators can now remotely access and control employee PCs in real time to perform software installations, system inspections, troubleshooting, and authentication-related support—without the need for on-site visits.
The team particularly highlights the Agent Screen Control feature, which allows support agents to reverse the control direction and share their own screen during a remote session.This is especially useful when demonstrating configurations or when an issue occurs only on an employee’s PC. Agents can share their screen and transfer control, enabling employees to test procedures directly before applying changes to their own systems. This interactive approach improves understanding and reduces repeated support requests.
This shift significantly reduced response times, minimized downtime, and improved overall infrastructure management efficiency. It also enabled seamless support for remote and hybrid employees, ensuring uninterrupted operations across offices, floors, and regions.

Key Changes

• Significant Time Savings: Previously, resolving issues required both troubleshooting time and physical travel between desks or buildings—approximately 5 minutes for problem resolution plus 15 minutes for travel. With RemoteCall, most issues can now be resolved remotely in about 5 minutes total, reducing resolution time by up to 75% per incident.
• Improved IT Support Productivity: By eliminating travel time, the same IT team can handle substantially more support requests per day—without increasing headcount. Employees across different floors and office buildings receive immediate assistance without requiring IT staff to move between locations.
• Enhanced Understanding: By viewing screens in real time while explaining issues, IT staff can clearly demonstrate causes, processes, and solutions. This visual approach helps employees better understand the problem and reduces repeated inquiries.
• Secure Remote-Work Readiness: With RemoteCall’s enterprise-grade security architecture, the organization confidently supported remote and hybrid employees. End-to-end encryption, strong authentication, and controlled access protected sensitive systems and devices during remote sessions. As a result, the Infrastructure Operations Team delivered secure and stable remote support without compromising security standards or operational continuity.