The Meet the Partners series features stories from various Samsung Printing Solutions partners, including dealers and developers. The series will show how Samsung Printing collaborates with its global and local partners to deliver printing products and technology that embody its three core values: Smart, Fast and Reliable.
For our first Meet the Partners interview series, we spoke with RSUPPORT, the developers of the top-selling Smart UX Center applications RemoteCall and RemoteView.
RSUPPORT is a Korea-based remote solutions company that provides state-of-the-art remote support and remote-control technologies to platforms ranging from PCs to mobile devices. Samsung Printing and RSUPPORT have cooperated in creating the flagship software products, RemoteCall and RemoteView, for Samsung Printing Solution’s Smart UX Center – Samsung’s Android-powered platform on its multi-function printers where users can carry out printing tasks via apps and widgets.
Today we sat down with four core members from the RSUPPORT team who lead the partnership with Samsung Printing. Nam Yangwon is Director of the Global Marketing Division, and is the one who drew the “big picture” in developing the software for the Smart UX Center; his colleague Lee Joomyung is in charge of B2B marketing in the Global Marketing Division. Also joining are Kim Hyungsu, a manager in the Solution Business Division, who played a key role in making the RSUPPORT partnership happen, and Kim Erin, also a manager in the Solution Business Division and the globetrotter who meets with dealers and customers around the world.
Spotting new opportunities in printing industry’s first-ever Android-powered Smart UX Center
RemoteCall is an application for Samsung Smart UX Center designed to connect users’ multifunction printers to a service engineer for remote service. In case of printer malfunction, RemoteCall lets users connect and communicate via mobile chat with engineers to check device status, while the engineers control the user’s Smart UX Center screen and provide technical advice through troubleshooting processes off-site.
“Multi-function printing devices are bulky, and it is almost impossible to move them around when problems occur. For maintenance, the IT managers have to visit each site to track and resolve errors, which made clear for us the value that our solution could provide for customers” says Nam. “Geographical constraints are less of an issue in a small country like Korea, but they quickly become a much larger issue in big countries like the United States or Canada.”
Realizing the potential of RemoteCall’s value for multi-function printers (MFPs), Samsung Printing and RSUPPORT begin their partnership back in mid-2015. The development and customization of RSUPPORT’s technology for the Smart UX Center was smoothly implemented thanks to the UX Center’s Android OS compatibility, making it possible for the app to be available by early 2016.
Unable to Get There in Person? RemoteCall to the Rescue
Nam was right in his prediction of the need for and value of RSUPPORT’s apps in Samsung printers. According to RSUPPORT, approximately 75% of customer inquiries regarding MFPs are simple user misunderstandings and not printer malfunctions or breakdowns. This means that in the majority of cases, IT managers are dispatched on-site simply because users don’t know how to troubleshoot what may be a very simple problem. When problems arise on multiple sites, depending on the distance between sites, one IT manager may only be able to visit a few locations in a day, leaving other sites waiting and unproductive for hours or even days.
Taking into consideration the savings on time, labor costs and travel expenses, the investment in RSUPPORT’s applications has proven worthwhile for many businesses. At Samsung’s U.S. National Dealers Meeting (NDM) in 2017, Jerod Keyser from Fortress Business Systems wholeheartedly praised the RemoteCall app, sharing his story about how it had saved precious time and energy when his wife, who runs the company with him, was taken ill, making it difficult for them to travel to maintain their print devices.
“I often feel that it’s important for us to explain how these solutions can be helpful to actual people,” adds Erin. “That’s what makes our dealers customers really receptive to our solution, rather than giving how-to explanations about an app’s functions.”
The RemoteCall service not only provides savings with regards to time and expense to device users, but it also allows engineers to work more efficiently. The Visual Pack function allows users to take pictures of the malfunctioning parts of the MFPs and send the images over to service teams. This way, if it’s a minor issue, a junior manger onsite can fix the problem, and if it’s a more complicated problem, a senior IT expert can be engaged through the app, making personnel and resource management more efficient for businesses. This benefit is even more pronounced in locations where personnel costs are expensive. Overall, the app simplifies problem-solving by eliminating time, expense and labor constraints.
Monitoring print service systems: Whenever and wherever
Continuing its success with RemoteCall, RSUPPORT has recently launched the RemoteView application this past Spring, pre-installing new Smart UX Center MFPs with the app.
Similar to RemoteCall, RemoteView allows access to all MFP screens by logging onto computers or servers in remote locations. What differentiates RemoteView from RemoteCall, however, is that RemoteView allows users to check their MFP systems using any web-based platforms including mobile phones and tablets, while RemoteCall operates only on PCs. Also, RemoteCall requires service engineers to type one-time passwords (OTPs) for each support task, while RemoteView allows technicians to monitor and access the MFPs at any time.
“RemoteView is particularly useful in venues such as universities and convenience stores where MFP-printing services are provided with self-service payment systems,” said Nam. “Via the Live View function, RemoteView enables real-time monitoring of the MFP systems in thumbnails. The app is will be updated and implemented on Samsung’s UX Center at the end of July this year,” he continued.
The update of RemoteView is gaining much attention from global and local dealers in the printing industry, as the software can help them and engineers effectively navigate and troubleshoot all problems in a single step, providing more convenient customer support.
Expanding business through Samsung Smart UX Ecosystem
The Samsung Smart UX Center is a complete ecosystem powered by Android with four main components: a UI platform, applications, a development SDK and the App Center where users can download all free and paid applications.
One of the key aspects that triggered RSUPPORT to pursue a partnership with Samsung Printing Solutions was the compatibility of the Android operating system. RSUPPORT, which already had remote support solutions for PC and mobile, was naturally drawn to the possibilities posed by the printing industry’s first-ever Android-powered Smart UX Center.
“The printing device market is very limited and closed, with high entry barriers. Samsung’s Smart UX ecosystem, however, has provided opportunities to businesses from other industries like our own,” said Nam.
RSUPPORT looks forward to further partnerships, as the team continues to discuss with Samsung ways to make additions and upgrades to its existing solutions. “While RSUPPORT delivers services to dealers and customers, and consistently listens to the voice of our consumers, Samsung’s Smart UX helps us greatly in developing an ever-effective and efficient software where the users can take total control of the MFP by receiving timely services,” he added. “We hope to further expand into the global market through this partnership with Samsung.”
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