SyncPro has launched a support center that allows hardware manufacturers to offer a superior support experience.
The new CloudOS Support Center is especially useful for systems integrators and tech managers that require technical support on a specific product or solution. While SyncPro users could always manage and monitor devices from the CloudOS dashboard, they traditionally had to reach out to the manufacturer if unable to troubleshoot and resolve their technical issues.
SyncPro’s latest update simplifies the process, allowing CloudOS users to connect to manufacturer support through their customer portals. Each user’s dashboard lists all of their CloudOS-connected devices by project, with new options to launch service tickets, chats and more to streamline the troubleshooting and problem-solving lifecycle. Upon creating a service ticket, the manufacturer gains authorized access to the troubled device and can retrieve logs, telemetry messages and more.
Since CloudOS provides fresh updated performance data every few minutes, support teams are armed with the historical performance data they require to understand when a product is malfunctioning or has gone offline
“While traditional help desk platforms assist manufacturers in managing and tracking incidents, SyncPro’s CloudOS allows manufacturers to directly communicate and troubleshoot the troubled device,” said Omer Brookstein, CEO and Co-Founder, SyncPro. “Having this kind of support will allow manufacturers to reduce the life of the service tickets by hours, if not days, and offer their system integration partners and end customers a much better service.”