Managing and empowering 4,000+ devices: How TCS achieved faster resolutions with Zoho Assist
The Company
Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. With operations in over 50 countries and a workforce of more than 600,000 employees, TCS provides cutting-edge digital transformation solutions to businesses across various industries.
The company specializes in software development, cloud computing, cybersecurity, AI, and IT infrastructure management. Known for its customer-centric approach, TCS delivers innovative, scalable, and cost-effective technology solutions that empower enterprises to achieve their business goals efficiently.
The Challenge
TCS's previous remote support platform presented several challenges:
- Licensing issues that led to inefficiencies in operations.
- Budget constraints that required cost optimization.
- Lack of essential features such as background script execution and remote troubleshooting without user intervention.
- Limited visibility of private IP addresses, making device management more complex.
The Solution
To ensure the right fit, TCS conducted a thorough proof of concept (POC), followed by a controlled pilot trial across select departments. During the POC phase, Zoho Assist was evaluated for its compatibility with existing infrastructure, usability, and feature set. The pilot trial involved real-time remote support scenarios to assess performance under actual working conditions.
Benefits and ROI
Seamless deployment and user-friendly interface:
TCS found Zoho Assist's GUI to be intuitive when compared to other complex remote support tools that required extensive configuration. It was also exceptionally easy to deploy and use.Web and application-based flexibility:
Zoho Assist provides web-based as well as application-based remote support. This enables technicians to start remote support sessions and control devices easily without installing the Zoho Assist app.Unattended access for 4,000+ devices:
Zoho Assist has streamlined their remote access requirement without any need for users to be physically around the device for troubleshooting. TCS now manages approximately 4,000 Windows and 50 Mac devices with Zoho Assist.Command prompts:
IT administrators can run command-line scripts from a remote location. This feature facilitates rapid diagnosis and problem resolution without the need to access the entire desktop environment, making remote support faster and more efficient.Power options:
Power options enable administrators to remotely reboot or turn off devices. This facilitates instant responses to essential device management requirements and reduces downtime for troubleshooting or updates.Diagnostic tools:
Zoho Assist's diagnostic tools help IT teams detect and resolve system issues more efficiently. These tools provide real-time system information, which improves the accuracy of troubleshooting without the requirement for complete remote control.Simple remote troubleshooting:
Assist's user-friendly interface allowed TCS's IT team to troubleshoot IT issues remotely with ease. Whether it was resolving software glitches or providing technical assistance to remote employees, Zoho Assist facilitated quick and efficient problem resolution.
"Zoho Assist's easy deployment, user-friendly interface, and advanced remote troubleshooting capabilities make it a game-changer for IT teams managing large-scale operations."
Results and long-term impact
Zoho Assist enabled TCS to streamline remote access processes, resulting in higher responsiveness and operational efficiency. The shift eliminated delays previously caused by limited tool capabilities and licensing hurdles. Support teams are now able to respond more quickly, reduce session lengths, and manage a higher number of daily support requests.
The scalability and flexibility of Zoho Assist ensured a smooth rollout across thousands of endpoints, helping maintain consistent device availability across locations and reduce support backlogs significantly.
“Zoho Assist is a compact, intuitive tool with all the necessary features for efficient remote support.”
- IndustryInformation Technology
- TypePublicly traded
- Employees10,000+
Looking forward
With its secure, user-friendly interface and compliance with data residency policies, Zoho Assist has become a key component in TCS’s IT strategy. As the organization continues to explore deeper integrations, Zoho Assist remains instrumental in driving operational efficiency and enabling scalable, secure IT support.
