As businesses evolve, the capabilities of reliable and secure communications network systems evolve along with it. Since businesses are turning to the Internet to extend their networks, significant advantages emerge as a result of the real-time connectivity created by virtual private networks (VPN).
A VPN is a method of hiding such connections from the outside world while giving employees 24-7 worldwide access to internal business network resources. Users are set up on a server and connected to a router. An established host assigns a recyclable security identifier. Each PC then becomes a remote extension connected through the Internet. Data, once encrypted and tunneled, is verified and decoded so only the intended recipient can access the authorized information.
Smart Business spoke to Ray Hernandez, president of ATW Management Inc., about how a VPN can transform a business’s communications, operations, customer service and productivity.
Once a VPN is established to connect remote employees and offices, what can it accomplish for businesses?
Typical email usage, access to pertinent records and phone call capabilities are always ‘on’ anytime and anywhere, deploying employees to the front lines. Here they are armed with vital information to quickly respond to and address the specific needs of their clients across all sectors of the economy.
In the service industry, real-time connectivity through a VPN can convert a field technician into a front-line sales and customer service representative. When a service order is entered into a dispatch application, the technician instantly has access to it as well as customer information such as site contact, materials required and other specific customer requests. Customer pay history, or past due invoices requiring collection prior to providing service, may also be accessed.
A GPS application may be integrated to not only assist the field technician in finding the customer location but also to report that tech’s location back to the home office. Once an authorized signature is obtained it is instantly submitted to the billing department, and that signature also verifies that the customer agrees all work has been completed to his or her satisfaction.
When a customer requests additional services, the field technician can update customer data and create new service orders as well as access pre-determined price schedules to instantly provide a quote to the customer. Better communication between the customer and the service industry leads to future business.