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Upgrading From Legacy Tools: Why ScreenMeet is the Future of Remote Support

ScreenMeet Remote Support - the solution chosen by both ServiceNow and Salesforce

In the dynamic landscape of modern business, where hybrid workplaces are becoming the norm, IT help desk teams face the crucial challenge of providing efficient and reliable remote support. As technology advances and customer expectations rise, many businesses find themselves held back by the limitations of their legacy remote support tools. 

In this blog post, we'll take a closer look at the drawbacks of these outdated solutions and explore why upgrading to a modern, feature-rich platform like ScreenMeet is crucial for businesses looking to stay competitive and deliver exceptional support.

The Limitations of Legacy Remote Support Tools

Legacy remote support tools can often be a hindrance to the productivity and effectiveness of IT help desk teams. These tools often struggle to keep up with the growing demands of support teams, lacking the scalability and flexibility needed to accommodate expanding support needs and distributed teams. This inflexibility makes it difficult for businesses to adapt to new technologies and meet evolving customer expectations.

Moreover, the high maintenance costs and complexity associated with legacy tools can put a significant strain on IT budgets. Expensive hardware and software upgrades, coupled with time-consuming setup and configuration processes, divert valuable resources away from other critical initiatives. This not only impacts the bottom line but also hinders the overall productivity of IT help desk teams.

Perhaps most concerning, however, are the outdated security measures and vulnerabilities that often plague legacy remote support tools. In an era where data breaches and cyber threats are becoming increasingly common, it's crucial for businesses to have a remote support solution that prioritizes security and compliance. Failing to meet evolving industry regulations and standards can result in serious consequences for both the business and its customers.

ScreenMeet: Elevating your IT Help Desk Support

ScreenMeet addresses the limitations of legacy tools by offering a cutting-edge, cloud-based platform that is both scalable, flexible, and fully embedded in IT platforms such as ServiceNow and Salesforce. With ScreenMeet, IT help desk teams can access powerful remote support capabilities from anywhere, at any time, without the need for complex infrastructure. 


Our browser-based, no-download solution for agents enables real-time collaboration through remote control, video, voice, screen sharing, as well as mobile camera sharing, ensuring that your team can quickly and efficiently address employee concerns. These features empower IT teams to provide efficient and effective support, regardless of the device or location.

The Benefits of Upgrading to ScreenMeet

Upgrading to ScreenMeet offers a range of compelling benefits for IT help desk teams that set it apart from other remote support solutions. With ScreenMeet, businesses can improve support efficiency and productivity, thanks to faster issue resolution, reduced handle times, and streamlined workflows. The platform seamlessly integrates with existing tools and systems, minimizing disruption and ensuring a smooth transition from legacy tools.

Some of the key benefits include:

  1. Sophisticated yet Simple to Use: Our intuitive UI and browser-based, embedded design within the platform ensure that your agents can quickly adopt and master the tool, leading to increased productivity and efficiency.
  2. Enterprise-Grade Security: With ScreenMeet, you can trust that your remote support operations are secure. All authentication and session management are handled through the platforms like ServiceNow or Salesforce, and our AWS-powered infrastructure ensures the highest levels of performance and availability.
  3. Faster Time-to-Value: Our native integrations with ServiceNow and Salesforce allow for rapid deployment with minimal training, and our dedicated customer success team is included in your subscription, ensuring a smooth transition and ongoing support.
  4. Lower TCO: ScreenMeet's true multi-tenant cloud architecture eliminates implementation consulting fees, maintenance fees, forced upgrades, and maximum concurrent user limitations. Our active user-based pricing model ensures that you only pay for what you use.
  5. Auto-summarization: One of the standout features of ScreenMeet is its AI Summarization capability, which automatically generates detailed session notes and actionable insights. This innovative feature not only saves time but also helps IT teams identify areas for improvement and drive continuous optimization of support processes.

Upgrading to ScreenMeet also brings significant cost savings and scalability benefits. By reducing hardware and maintenance costs and offering flexible pricing models based on usage and team size, ScreenMeet helps businesses optimize their IT support budgets and scale their support operations as needed.

Transitioning from Legacy Tools to ScreenMeet

Making the switch from legacy tools to ScreenMeet may seem daunting, but with proper planning and execution, the transition can be smooth and rewarding. The first step is to assess your current remote support needs and challenges, identifying areas where ScreenMeet can provide the most value.

Once you have a clear picture of your requirements and the potential benefits of adopting ScreenMeet, the next step is to develop a comprehensive migration plan and timeline. This plan should take into account all aspects of the transition process, including data migrations, integrations with existing systems, and training requirements for your IT help desk team.

When creating your migration plan, consider the following key elements:

  • Data Migration - Identify the critical data that needs to be migrated from your legacy tools to ScreenMeet, such as customer information, support tickets, and knowledge base articles. Work closely with the ScreenMeet team to ensure a secure and efficient data transfer process.
  • Integration - Determine which of your existing systems and tools need to integrate with ScreenMeet, such as your IT Service Management (ITSM) platform, Customer Relationship Management (CRM) software, or ticketing system. ScreenMeet's flexible API and pre-built integrations make this process seamless, ensuring minimal disruption to your workflows.
  • Training and Onboarding - Develop a comprehensive training plan to ensure that your IT help desk team is fully equipped to leverage ScreenMeet's features and capabilities. ScreenMeet offers a range of training resources, including online tutorials, webinars, and dedicated customer success managers, at no additional cost to our customers, to help your team get up to speed quickly and efficiently.
  • Pilot Testing - Before rolling out ScreenMeet to your entire organization, consider conducting a pilot test with a select group of agents and end-users. This will allow you to gather valuable feedback, identify any potential issues, and refine your migration plan accordingly.

Throughout the migration process, it's essential to communicate the benefits of ScreenMeet to key stakeholders, including your IT help desk team, management, and end-users. Clearly articulate how ScreenMeet's features, such as remote control, screen sharing, and AI-powered capabilities, will enhance the support experience, improve efficiency, and ultimately drive better business outcomes. By fostering a sense of excitement and buy-in among your team, you can ensure a more successful and smooth transition.

Remember, transitioning to a new remote support solution is not just about adopting new technology; it's also an opportunity to re-evaluate and optimize your support processes. Take advantage of ScreenMeet's capabilities to streamline your workflows, automate repetitive tasks, and empower your agents to deliver exceptional support experiences.

By approaching the transition from legacy tools to ScreenMeet with careful planning, clear communication, and a focus on continuous improvement, you can ensure a smooth and successful migration that sets your IT help desk up for long-term success in the modern remote support landscape.

Embrace the Future of Remote Support with ScreenMeet

In conclusion, upgrading from legacy remote support tools to a modern, feature-rich platform like ScreenMeet is essential for businesses looking to stay ahead in the rapidly evolving remote support landscape. By recapping the key benefits of ScreenMeet, including improved efficiency, enhanced user experience, cost savings, and advanced security and compliance, we encourage IT help desk directors and VPs to explore how ScreenMeet can transform their remote support capabilities.

Don't let legacy tools hold you back any longer. Sign up for a free trial or request a demo to experience the power of ScreenMeet firsthand and take the first step towards revolutionizing your remote support operations. Embrace the future of remote support with ScreenMeet and unlock the full potential of your IT help desk team.

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