How Retro32 simplified remote support with 247connect
One platform for unattended server access, customer support and everyday remote management.
Running Retro32 involves much more than its online store. Behind the scenes, the business manages a mix of local and cloud infrastructure supporting its website, shop, 3D print farm and Retro32 BBS.
Reliable remote access is therefore essential. After previously relying on TeamViewer and AnyDesk, Retro32 moved its remote support to 247connect to bring its different support needs together in one place.
The challenge: reliable access without unnecessary complexity
For Retro32, one of the most important systems is its Windows Server 2022 machine hosting the Retro32 BBS.
If something goes wrong, the team needs to be able to access the server quickly, whether that’s during the working day or in the early hours of the morning.
At the same time, Retro32 also provides support to hosted customers. That creates two distinct requirements: permanent unattended access to important infrastructure and quick on-demand connections when a customer needs help.
Previously, this meant using a combination of remote access tools. Retro32 wanted a simpler approach that could handle both.
Managed and on-demand support in one place
With 247connect, Retro32 can use Managed Devices for systems it needs to access regularly, while On-Demand sessions provide a straightforward way to support customers when required.
The 247connect Agent remains available on the BBS server so the team can connect whenever an issue needs attention. For customer support, an on-demand session can be started without requiring the customer to create their own account or complete a complicated setup process.
This means Retro32 doesn't need separate remote access products for different types of support.
The tools Retro32 uses day to day
Remote control is only part of the job. Retro32 highlighted several 247connect features that have become particularly useful in its everyday work:
- Multi-monitor support when assisting customers using several displays
- Reboot and reconnect when carrying out updates or troubleshooting
- PowerShell access for running commands and scripts remotely
- Task Manager for investigating and closing troublesome processes
- Managed unattended access to its Windows Server
- On-demand support for hosted customers
- Multiple user access, allowing other members of the team to manage systems without sharing credentials
For a small team, having these tools available from the same platform has made remote support easier to manage.
Going beyond the server
The BBS server may have been the original reason for moving to 247connect, but Retro32 has since expanded how it uses the platform.
The PC responsible for its print farm is located away from the main working area. Instead of physically going to the machine every time a print needs attention, the team can access it remotely through 247connect.
That means the same platform now covers the BBS server, print-farm management and customer support.
Making shared access simpler
247connect has also made it easier for Retro32 to give its BBS system administrator access when work needs to be carried out.
Rather than sharing credentials or setting up another remote access product, individual users can have their own 247connect login and access the devices they need.
With unlimited users able to use 247connect at the same time, and each user able to connect to up to five devices concurrently, team members can work independently without additional concurrent-session charges.
Predictable remote support costs
Cost was another important part of Retro32's decision.
After experiencing increasing licence costs with its previous remote access software, Retro32 wanted something easier to budget for.
247connect uses straightforward, predictable pricing without charging extra simply to have more users active at the same time. For a smaller business that still depends on reliable remote support, that helped make the switch worthwhile.
What does Retro32 think after making the switch?
247connect now sits quietly behind several important parts of the Retro32 operation, from its BBS infrastructure to customer support and its print farm.
As Retro32 puts it:
‘It’s one less thing I have to think about.’
Sometimes, that's exactly what you want from the technology keeping your business running.
