Client Overview
Company: MetroEdge Technologies
Industry: Software Development & SaaS
Employees: 120+ across 3 countries
Services Used: Remote IT Support, Help Desk, Endpoint Management
The Challenge
MetroEdge Technologies operates with a hybrid workforce spread across different time zones. Their in-house IT team struggled to support global users effectively, leading to delayed issue resolution, user downtime, and strained productivity. Additionally, software rollouts and updates were inconsistent across remote devices.
Objectives
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Provide 24/7 technical support to global teams
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Reduce time-to-resolution for remote IT issues
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Ensure consistent patching and software deployment for off-site users
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Improve employee experience with faster, friendlier support
The Solution
ITAD4Me deployed a remote support solution tailored to MetroEdge’s distributed workforce:
24/7 Help Desk Access
Employees received access to a dedicated support portal and live agents anytime, anywhere. Most requests were resolved remotely within minutes.
Proactive Endpoint Monitoring
ITAD4Me installed lightweight agents on all remote devices to monitor health, deploy updates, and trigger alerts before users experienced disruptions.
Remote Software Management
Critical updates and patches were pushed remotely and automatically, ensuring all systems stayed secure and consistent—regardless of location.
Results
✅ 70% reduction in help desk response times
✅ 90% of IT issues resolved on first contact
✅ Standardized software across 100% of remote endpoints
✅ Employee satisfaction scores improved by 40%
Testimonial
“ITAD4Me gave our remote teams the same IT experience they’d get in an office. Their response times and professionalism are unmatched.”
— Samantha Reyes, Head of Operations, MetroEdge Technologies
Conclusion
ITAD4Me’s Remote Support Services empowered MetroEdge to scale IT operations globally without increasing overhead—ensuring employees stayed connected, productive, and supported wherever they work.
