Designing creative cloud-based technology.
- INDUSTRY Digital Managed Services
Established in 1946, The India Cements Ltd. is among India's oldest corporations and a pioneering post-independence public limited company. It originated as a cement factory in Talaiyuthu, Tamil Nadu, and has since grown from a two-plant company with a 1989 capacity of 1.3 million tonnes to 15.5 million tonnes annually today, with 8 integrated cement plants spanning Tamil Nadu, Telangana, Andhra Pradesh, and Rajasthan, plus two grinding units in Tamil Nadu and Maharashtra. India Cements has diversified into related sectors like shipping, captive power, and coal mining, aligning with its strategy to be an integrated, pan-India player securing inputs competitively.
Challenges
Providing immediate assistance
India Cements uses an in-house ERP solution for their operations and their IT team has been providing support for the solution to all their employees. Being an on-premise version of this software, it required their employees to connect to a VPN network to access the software. There have been scenarios where the employees have faced trouble with connecting to the VPN network. In other scenarios, a few employees were unable to access the options and details in their ERP solution, as well. The previous remote support tool didn't give them full accessibility under such scenarios and increased their average time to resolution. Also, other members of the organization had access to the employee devices, which posed a security risk that India Cements IT team wanted to overcome.
Discovering Zoho
India Cements had discovered Zoho and started using other Zoho products, such as ManageEngine and Zoho Mail, in their organization. When a Zoho Support rep used Zoho Assist for a remote assistance, they were impressed by the intuitive interface and ease of use for end users. After learning about Assist and seeing it in action, the India Cements IT team started evaluating the product. During the evaluation period, they learned that Zoho Assist gave them full control of their devices from a security perspective and also fulfilled all of their other requirements. After the evaluation period, there was no looking back. The entire organization switched to using Zoho Assist as the primary remote support tool for all their needs.
"With Assist, resolving internal queries and work management has become streamlined and simplified."
Perathuselvam. S
Deputy Manager (System Support), India Cements
Features
Intuitive interface
The user experience and navigation through the product was natural, with a minimal learning curve, which allowed the entire team to easily get onboard. Working with multiple devices on different tabs and providing support became a hassle-free experience for India Cements and their team.
Mobile device Support
With many users connecting and working from mobile devices and tablets, it was essential for Selvam and his team to support these devices as well. The combination of the ability to connect to mobile devices and the added advantage of being able to control these devices helped the India Cements team improve the standard of support they provided.
Security and reliability
Security when connecting to the remote devices and the ability for only specific users to connect to the necessary devices was a key part of this transition. Zoho Assist sessions were encrypted with AES 256 bit encryption with TLS 1.2 and TLS 1.3 protocols, ensuring safety at the highest level. Assist also makes it possible to provide specific users access to specific devices alone, improving the security aspect.
Success stories after adopting Zoho Assist:
Managing ERP
"Resolving internal queries and concerns related to ERP was a hurdle we faced prior to using Assist. With this highly reliable remote support software, we are now able to connect to the remote systems of our employees and rectify their VPN connectivity issues in a jiffy", stated the India Cements IT team.
Secure and quick connections
We'd used multiple remote support tools before switching to Assist. What made Assist more worthwhile is that it provided a higher level of security and ease of use compared to other software in the market.
Meeting requirements
Assist provided the leverage of accommodating all of our requirements, which was one of the major reasons that we decided to adopt Assist. It offers a wide array of features, such as mobile device support, Multi-monitor, file transfer, etc., that helped us overcome every challenge we were facing.
Zoho Assist, Our one-stop remote support solution:
After switching to Assist, the time needed to resolve internal issues and manage organizational operations has been significantly reduced. This, in turn has increased our productivity on a large scale, in a short time frame. With Assist's assistance, we can cut down the time spent on troubleshooting and focus on developing and maintaining a well-ordered workflow.